Looking at your big win, I guess that your withdrawal request is more than $10k? Am I right?
If it is correct, then it must be related to the terms of this casino where players are allowed to withdraw maximum 5000EUR per day.
You need to contact support in order to increase the limit, but since you told us that there is a bit lack of communication with the support so there is only one thing you can do (waiting).
Perhaps your withdrawal will be cancelled due to exceeding the daily withdrawal limit (if my guess is correct about your withdrawal amount) and they will ask you to create new request that no more than the limit.