3 days have passed and the issue has not been resolved yet. Support promised to resolve the issue within a maximum of 72 hours, but they assured that it would be resolved before this time.
BC.Game support is also active here in the forum. Have you already tried to contact them? The account was particularly helpful with scam accusations and also helps people with problems here in this thread from time to time.
However, technical problems can often take longer than you originally thought. A message from support saying "sorry, it will take a while" would of course be very helpful.
But I hope the problem has been solved in the meantime and you have access to your money?