Slots Magic Casino - Player believes that their withdrawal has been delayed.

I made numerous deposits to this site (Approx $2,000 total) several days ago and I won a bit. I did realize that the casino had a strange format whereas you couldn't initiate a withdrawal until you had uploaded documents and been verified. Ive never seen this in my 20 years playing online but I made sure to take care of this immediately. I did receive confirmation via email that all my documents were verified and approved. Once I received this I attempted to make a withdrawal but there was an error message that said I couldn't withdrawal until my documents were verified?? This was confusing so I went onto chat and their live chat is AI so nobody was there but they did respond hours later saying that they would escalate and advise through email when they figured this out. Anyhow, I kept playing and monitoring my email, nothing came and still hasn't came to this day but I did see that yesterday morning I was able to initiate a withdrawal of $5,000 which I did do and based on information they themselves provided they said that the withdrawal should pass the pending stage at midnight GMT time which was over 15 hours ago yet it is still saying pending. I have attempted to reach support countless times since I was able to finally initiate a withdrawal and they have blatantly ignored all communication. There still has been nothing sent through email or any response to the chat. In the meantime I had my balance of about $4,500 played through since I was only able to have one withdrawal at a time. Nevertheless I am ok with this I just want my $5,000 sent to me. I have done a lot of research on this casino and I see they have been in operation for over 10 years! This is crazy considering how poorly they operate this place. They make zero attempt to help customers, I have found out you can only withdrawal $9.999/monthly! and only have 1 withdrawal pending at a time of up to $5,000. I must say that after having deposited/withdrawal in the millions over 20 plus years I have never seen anything like this before and I am very concerned about this casino. It's 2024, there is no reason for such poor service in this industry from a "reputable" casino. You may say I am acting too soon but if you fully understand what has transpired they should show a certain level of professionalism and have this dealt with especially considering all the problems.

Dear Donky_Town,

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 Donky_Town,

Have you received your withdrawal from the casino yet?

Dear Donky_Town,

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.