The problems received by many of their users have piled up like medical record files that keep coming in while there is no treatment. They will not be willing to resolve the case you are experiencing even if you keep trying to contact their support service.
We here always try to avoid this site and try to warn you not to go near it.
They keep going without caring about reputation.

If the value of the money you are fighting for is not that great, consider it lost.
Next, tell other people not to play there.
Many large casinos with good reputations have been operating for a long time as shown in the signature and avatar of my profile.