Betmotion Casino - Затримка зняття коштів

I won a bet and betmotion does not want to make the payment, the account is already verified and on their page it is published that the deposit will be made in 3 days, I waited and I contacted them, they told me that for my country there are 5, they passed the 5 of them and they didn't know why they didn't pay it, that they referred my case to the specific area and they would give me an answer in 24 hours and only by mail, they don't have a phone number, 24 hours have already passed and they don't know in what time the corresponding department will give me an answer

Gane una apuesta y betmotion no quiere hacerme el pago, la cuenta ya está verificada y en su página está publicado que en 3 días se hará el depósito, espere y me puse en contacto con ellos, me dijeron que para mi país son 5, pasaron los 5 y que no sabían por qué no lo pagaron, qué remitían mi caso con el area en específico y me darían respuesta en 24 hrs y únicamente por correo, no tienen número telefónico, ya pasaron las 24 hrs y que no saben en qué tiempo el departamento correspondiente me dará respuesta

Dear Kronoshy,

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 Kronoshy,

Have you received your withdrawal from the casino yet?

Dear Kronoshy,

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.