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

Made a withdrawal of 1300 Euro at Monkaji casino, after a couple of days received an email from Raptor casino that they wanted the usual documents for withdrawal. Sent in driver's license, address, bank, credit card, etc. Doc thought it was a bit strange that I got an email from Raptor, asked in the chat and the guy said it was because it was their sister site, ok I thought. received after a couple of days an email from Raptor that the account was verified. But nothing happened with the outlet, still could cancel it. Asked in the chat after another day or so and then they said that I hadn't sent in any documents, I showed the email in the chat that the account was verified, then they say that the email is from Raptor, I should send the documents to Monkaji's support, then it started I understand that something is wrong, but send the same document to Monkaji's support, they approve the document and I can complete it with a few more (send 16 documents in total). Then after a while the outlet is intialized, I can no longer cancel it, but nothing happens. In the chat they just tell me to wait etc. I have been playing online for over 10 years and submitted docs to probably 100 casinos. How do I proceed, can you help me? I still have the email conversations, they have shortened the chat log, I saw today, the first few days are missing.

Dear Dansken,

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

Haven't received an email from monkaji that the account is verified. They don't even respond to emails anymore. The outlet lam not canceled either anymore it just says that it is initialized

Got to speak to someone in a department, told them that I had left cpmplaine both here and to those who issue the license, took about 2 hours then I received an email that the account was verified, 10 minutes later SEK 14,112 was in the account in Swedbank.

I advise no one to play here even though I got the money out in the end, they delay and delay and ask for ridiculous amount of documents, I submitted 16! St.

Dear Dansken,

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