Slot Heist Casino - Player’s winnings haven’t been received yet.

I opened an account with Slotheist and did take the welcome 25 spins. I played those and at the end I had a balance of.08¢. So I deposited twenty dollars Bitcoin. I then played for a while and I won 1000. When I wanted to withdraw,the first issue was with KYC. I finally got verified,but now they are saying that I used the welcome spins to win and it has only fifty dollars cash out,but as a team they feel they could pay me 200. I didn't use any bonus of any kind when I deposited the Bitcoin. I sent them a screenshot showing them the.08¢ balance when I made my deposit. But I still can't get my withdrawal completed. Any help with this would be greatly appreciated. As I know I didn't use any bonus and I didn't use funds from free spins to win.

Dear swiftysob79,

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 swiftysob79,

Have you received your withdrawal from the casino yet?

Dear swiftysob79,

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.