withdrawal request been refused

hi i hope you can help me i tried everything but nothing seems to work

on the 1st of jan 2014 i won 4000 euros from big bang casino, great start to the year anyway i requested a withdrawal amount of 3500 euros and was asked for personal details which was fine because i have done this before so then i was sent a receipt of the withdrawal request and was told it would be in my bank in the next few days this was on the 7th january

i did not receive the amount and ever since i have been told nothing but rubbish

the information i provided them with was

passport, utility bill within 3 months old, front and back of the card i used to deposit, my iban and bic number for my bank, my skrill account, a statement showing money been taken from their company cleary showing dates and amounts that were took, and also a copy of the receipt of the withdrawal they sent me

i must have sent over 100 emails over the last month but they say the bank needs to verify my card is covered, i have been in touch with my bank and they have no record of any communication from them

now they have blocked my bigbang casino account and not even answering my emails , i have requested a call back from them and live support is not even working

its been a week since last contact from them and this is really stressing me out

hope you can understand all this as its a bit longwinded

thankyou for your help and if you need any more information please contact me

i didnt want to complain because i read really good reveiews about their site but its been 5 weeks since my withdrawal request and i have had no viable reason why they are refusing to pay my winnings

thankyou

also if you need any documentation i can send you a copy of the email and receipt i received from them on the 7th jan showing how much and when it will be deposited