We are a small team and programmers' time is limited, so unfortunately some verifications can take a while.

Smaller withdrawals are usually paid in less than 24-48 hours, but for larger withdrawals like this one (+20 mBTC) we have to take the time to be sure all plays have been fair.

We have been the victim of multiple exploits in the past and have lost a lot of money as a result, we have tightened the security of the website, but we cannot afford to make instant withdrawals and have to check them manually, which in some cases like this can take a while.

We are working on this case and talking to the affected user to resolve the issue as best as we can, I don't know why he says the support team is not taking care of him.

We have been through this multiple times in the past and we always pay if the user played fairly and without cheats or exploits, there is enough evidence in this topic that these cases have always been taken care of and resolved.

Nobody likes to wait, and I apologize for that, but for our safety and that of our users, we must be sure that all plays are fair, and if that's the case you will be paid as soon as possible as we have always done.