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

Hey helpful humans.

so I’ve never had any problems with withdrawals through jackpot city. I’ve had a few successful withdrawals no issues. However my most recent withdrawal of $3000 on the 5 August just will not process. I’ve tried the live chat but only can ever get automated questions to select from and responses. It’s been well over there usual timeframe of a withdrawal to card. The money can’t be reversed but if I search the transaction history it says the $3000 is still pending. I’m really frustrated and need the money asap. Can you please help me resolve this issue.

my username is Tapent******

Dear tapenthusiastnz,

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 tapenthusiastnz,

Have you received your withdrawal from the casino yet?

Dear tapenthusiastnz,

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.