Waiting for payment for a week

I have problems getting my withdrawal processed. I am a verified customer and had successfull withdrawals before.
I placed a withdrawal on Thursday 13th of April which was not processed after 4 days. Caneld it and lost some of my winnings. Decided to place another withdrawal on Monday 17th of April and froze my account. The casino confirmed that withdrawals are processed according terms even if the account is frozen. According terms withdrawals are processed within 2 buisness days. Until now nothing happend and support does not give me a reason as to why the cashout is delayed. Pretty frustrating. Since my account is frozen I cant take screenshots of my account section. I attached a screenshot of the lastest chat with live support.
I request the casino to pay in a timely manner.