Lucky Legends Casino - Player claims that payment has been delayed.

Good evening,

So I had just made a purchase and immediately started playing a specific casino-type slot game. To my surprise, I had won the $39.92 and immediately wanted to cash out. I went to redeem, and seeing that this was the first time I was going to redeem from them, I had to submit documents/information to verify my identity. I gladly submitted the information they requested as well as my PayPal account email, which is the same one I used to register my player account with Lucky Legends. It was a Friday so I waited patiently but when I hadn't heard anything back to even a response except from their automated system, I decided to email them directly. As you can see from the screenshots, I even submitted a piece of postage that's addressed to me as well as my Texas Drivers License. Still, no response whatsoever except that automatically generated email response. They keep on saying the time difference is an issue or whatnot, but I don't know. I can understand if it was a huge amount of money I was owed, but it's less than $40. Can you help me?

Dear westx8831,

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 westx8831,

Have you received your withdrawal from the casino yet?

Thank you so much for getting back to me. I have not received the withdrawal from the casino to my PayPal account.

Thank you for your reply, westx8831. Do I understatnd correctly that your account still hasn't been verified? Did you accumulate your winnings with or without an active bonus?

Have you tried contacting the casino recently? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear westx8831,

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.