Betway Casino - Вывод выигрыша игрока задерживается.

I made a withdrawal request on the Betway website, 5 days have passed and I still have not received a response as to the reason for this delay.

Fiz um pedido de levantamento no site da Betway, passou-se 5 dias e continuo sem opter uma resposta sobre a razão deste atraso.

Dear Guedes97,

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 Guedes97,

Have you received your withdrawal from the casino yet?

Not yet, I'm ready to file a formal complaint with the relevant authorities.

Ainda não, estou pronto para apresentar queixa formal junto das autoridades competentes.

Thank you for your reply, Guedes97. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Lastly, could you please clarify who you contacted?

Yes, everything checked, everything correct, the casino says it has problems that last for ´1 month. I'm afraid of losing my money

Sim , tudo verificado, tudo correto, o casino afirma que está com problemas que já duram a ´1 mês. estou com receio de perder o meu dinheiro

Could you please clarify which "authorities" you contacted?

Additionally, 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 Guedes97,

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.