Player believes that their withdrawal has been delayed.

initially received $56 free bonus upon sign up at this casino. I got up to $5,500 and received a message prompt in midst of a bonus round I was playing on a game saying that I have reached the max limit as an ordinary player and had to cash out my winnings. I was not able to continue the rest of my bonus round nor spin at all until I cashed out. In order to cash out, I had to make my account active by depositing $56, which made sense to me since that was how much the free sign up bonus was. So I paid it via Bitcoin. That went thru just fine and I went to withdraw. after confirming these were the steps I needed to take via live chat earlier. So I withdraw and the status of my withdrawal went from pending review to pending payment. But when I first initiated the withdrawal, there is a message at the bottom saying that all withdrawals will be paid within 5-30 mins. So after an hour went by, I sent an email and received an email back saying I needed to pay another $200 via Bitcoin to receive my money?!? I asked them if it could be taken out of my winnings and I still haven’t received a response back from email or live chat cause I messaged them as well on live chat. Extremely frustrating when earlier they were fairly responsive but now not at all. I borrowed that money from someone on terms that I would pay them immediately right back within a few hours and this casino is a greedy scam that will come off as legit and seem like it’s going to pay out but in the end, won’t and then completely ignore you.

Dear tarabear72351,

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