With my previous win or with this tournament money? I didn't get these $500 yet, my previous win took over 24 hours, never answered any support ticket (still haven't). Looks like they don't have any team managing the casino, I don't you if you are affiliated with them. Shuffle.com, for reference, takes around 1 minute to withdraw and has live chat support.
You are correct. They have a whole team for support but they haven't yet started. Good thing is they processed the withdrawal although it took a long time than expected.
I hope for them, there's no point in doing all the work to open a casino to then handle it like this. I'll wait and see if they credit these $500 on my account.