~snip~
Both of your issues are related to your mistakes. I don't see anything wrong here from Winz.io. Learn from your mistake, and always take the steps carefully. Anyway, I hope they will complete the process before the given time frame. The support agent always makes the users confused. They didn't say the process has started. Maybe they were waiting for a confirmation from you as they will charge 10% as fee.
You better read before "answering" make non-sense. I already said, is my feedback after the last try on this casino. Weirdest bonuses, management & support so in my opinion it doesn't worth to spend a penny on them.
You make my day

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The support agent always makes the users confused. They didn't say the process has started. Maybe they were waiting for a confirmation from you as they will charge 10% as fee.