BitStarz Casino - Вывод средств игрока задерживается.

I received an email saying that my account would be associated with other accounts, and this is the first time I use the casino website, there is no other account with the email I used for registration since it is my main email, here at home no one but me, uses betting sites, so I'm sure no one here at home used the BitStartz site to place bets, after making the request for withdrawal, they sent an email saying that the entire balance was removed.

Recebi um email dizendo que minha conta estaria associadas a outras contas, sendo que e a primeira vez que uso no site do casino, nao existe outra conta com email que usei para o registro ja que e meu email principal, aqui em casa ninguem alem de mim, usa sites de apostas, entao tenho certeza de que ninguem aqui em casa usou o site da BitStartz para fazer apostas, apos fazer o pedido para retirada, eles mandou email dizendo que todo o saldo foi removido.

Dear 1g0rs1lv4,

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 1g0rs1lv4,

Have you received your withdrawal from the casino yet?

Dear 1g0rs1lv4,

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.