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

I play this casino many many years.Casino ask me now suprisely couple documents before they pay my winning, passport and address. Its fine but they also mention by email at if my address i change after i registered to casino, i have to contact chat support first. On chat support is all the time queue over 10 customer and waiting time is now 36 min. Even that is ok if queue moving forward, but its not.

I wait over 30 minutes and waiting time stay 36 min all the time. I been queue nr 12, then move to nr 10 and later back to 12.

So i dont know how can i withdrawal my winning here?

Dear Jamethai888,

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 Jamethai888,

Have you received your withdrawal from the casino yet?

es i get my money. Again you dont even read my complaint carefully. Problem is not that waiting long time to withdrwal what you explain with your long text.

Problem is that infomation what they ask before they even start process this withdrawal and this chanel which way they want that information not work at all, and thats the reason i ask for your help...

Anyway, i get money after i spend 4,5 hours online chat and finally get some chat agent available.

You can close this case without help anything.

Dear Jamethai888,

Please understand that all messages were automatically generated based on the answers you provided while submitting this complaint.

Nonetheless, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru