Withdrawal delay since February 7th

Hello. I want to report a delay of withdrawal. On February 7, I put my winnings to withdrawal. After that, I got a letter from the casino.

“We have just received a withdrawal request for the amount of: € 2,263.00 from your account < email removed > on Betrealm Casino. The requested amount has been locked.

You'll get the confirmation email after the transfer has been made. The time before you receive the transfer may vary depending on the withdrawal option you have chosen during the process.”

I still haven 't got my money.

The rules state that I am can receive my money within a reasonable time. I wait more than two weeks, it 's not like a reasonable time frame.

The rules also state if the withdrawal amount exceeds 2,000 euros, I have to pass an additional verification. I did not receive messages or letters about additional verification.

I wrote to casino support, but they 're silent. I didn 't get a single answer!