PrimaPlay Casino - Player claims that payment has been delayed.

Hello primaplay gave me 50FS and after wagering I won some money to withdraw and they sent to me email:

- "Unfortunately as stated in our Terms and Conditions players from your region are required to make a deposit prior to redeeming any free bonuses, So these funds are non withdrawable"

So i asked them:

- "If i will make deposit will these funds be withdrawable then?"

And their final answer is:

- "Unfortunately not, Once a deposit has been made you will then be able to claim a free bonus and play for real money as stated in our Terms"

So I want to ask you if its possible to do something with that

Dear gypsymore849,

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 gypsymore849,

Have you received your withdrawal from the casino yet?

Dear gypsymore849,

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.