Win777.us Casino - Player claims that payment has been delayed.

on may 14th I hit a jackpot on Vegas x for 900 and something dollars so I went to my account on win777 and put in a withdrawal request so about 8 hours or so I checked my redeeming history and it said my withdrawal was on hold so I reached out to them so see why. They said that they was investigating my account for logs and gaming checks and I keep trying to explain to them that I made a deposit into my game and I hit the jackpot for the amount that was previously on there

Dear MoneyToy,

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

Hello it’s been 14 days and my withdrawal is still onhold and no movement with getting it resolved

Dear MoneyToy,

Have you received your withdrawal from the casino yet?

No I have not received my withdrawal form them yet

Thank you for your reply, MoneyToy. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Dear MoneyToy,

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.