Galactic Wins Casino - Withdrawal of player's winnings has been delayed.

I'm utterly disappointed in this app because I've tried to make a withdrawing but I seem to not can't make them withdrawal when I tried to make her withdraw and I couldn't process it but I did make a payment but I never receive a withdraw and I'm wondering if this app is fake or just a scam and I'm wondering should I make another with payment or not cuz clearly the first payment didn't mean anything what can I do to get this problem resolved

Dear Fantabanks24,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Fantabanks24,

Have you received your withdrawal from the casino yet?

No I haven't received nothing yet it's a big no this game is slick

Thank you for your reply, Fantabanks24. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Still nothing at all

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Fantabanks24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.