However, I don't see the screenshot where they said it is successfully processed, all I can see is the withdrawal is pending in one of the screenshots you provided so you are bit exaggerating from the actual situation and they said 48 to 72 business hours and it's today the Monday you might have to wait a little more to reach that time frame.
As I can see, the Status says: Success, even though the ticket Status shows pending. So, I assume his ticket is pending, but the withdrawal shows Success. I don't know how online banking works in India. But the online banking should be available 24/7, and the transfer gets reflected within a few minutes, no matter if it's a holiday or the bank is closed for some reason. At least this is how the banking system works in Bangladesh. I assume the payment gateway agent marked the payment as paid, but forgot to pay the user. This happens when casino work with 3rd party payment providers. Since you already tagged holy, I hope he will jump in when he has some free time.