WinPort Casino - Player’s withdrawal has been delayed.

Barbara this is what happened I used the promo for $40 and then I was up to $1,986 so therefore I raised my bed to 100 spun it one time and then all the sudden my balance was zero then they try it okay so I contact customer support and then they try to tell me that I went over the limit that I was supposed to win $100 but I used it already that makes no sense bro I would never been $100 a bit unless I had it to back it up so therefore I paid $100 a bit when I had $1,986 and then all of a sudden they took it off from me and said I had nothing and then that I don't I'm not entitled to the $100 I won the $100 on one

Dear Kyle871987,

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

No no you don't understand they are trying to say that I used the $100 I had one off their promo of $40 but that is not the case because I had $1,986 credits and then I bet a hundred and all of a sudden the 1,986 credits I had just disappeared. So I contacted customer service and they told me that I had used the money that I won from them off their promo but prior to me making that $100 bet I had $1,986 and then I raised my pet to 100 it's spun one time and then all of a sudden my credit says zero in my bed was at 100 still but my balance was at 0 so therefore they said that I used $100 that I won but I never use the hundred dollars that I won because I had $1,196 prior to me betting $100

Thank you very much for your reply, Kyle871987. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kyle871987,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.