Cancelling my cashout without saying why

Hello, I made a deposit of only 142 euros and won 4000 euros in slots. Requested withdrawal of money 2500 euros more than 48 hours are not processed. They do not answer me that with my account and one thing is clear that they do not want to pay money. Live chat writes that they will contact me: Your account is currently undergoing a routine check, which is therefore blocked for deposits and payments and receipt of bonus. You will be contacted mail when the check is completed. Until then you can play in your account, but you can not play or pay. Help me understand my situation. Thank you very much.

I received an email deposit and get 100 free spins on either starurst,gonzo quest ,aloha cluster ,fruit shop or elements ,yet no free spins were applied when i deposited .I wanted to play Gonzo Quest ,yet live help could only issue them on starburst . This is not a game I wanted to have to play . This is not the first time this has happened and I am unhappy about this . Why when offered 100 spins on a choice of games can they not be accessed ,then waiting ages for live help to reply to be told they cant be applied on Gonzo Guest as email states . I emailed Lanadas and was told also that starburst is one of the games listed so free spins applied on that game ,This means Lanadas are getting away with giving 10p spins instead of 20p on Gonzos Quest This is mis advertisement of a bonus and is unfair on depositors and aa deception o their email which entices players to deposit to play a range of games which are not available .In my opinion Lanadas casino are abusing their bonuses