I'm running into a similar issue at the moment with duelbits.
I played for a couple of days and the withdrawal is still showing as "processing" after a full day (about 30 hours)
The live support team are just giving me vague answers providing absolutely no updates nor eta.
I suppose you were not communicating with a bot that is in some live chats. What vague answer did they give you exactly?
Meanwhile is your account still in a normal condition? like not blocked from performing certain actions?
I would hate being in such a position where I am in the dark of what's going on. At least they should tell you it's some sort of Standard Operating Procedure.