How long you have been waiting till now? Since it is weekend, perhaps their supports are off and may come back later to respond once they come back on the business day (I'm trying to think positively).
Well, if you check this user’s posts history you will find that this is not the first tme he has a bad exerience with this service.
He made few posts complaining about a similar issue (not being able to withdraw his winnings and not gettng a response from support) more than two years ago!
I have no idea why he is still playing on this casino!
because I have hope that the human race is not only and always made up of scammers