Withdrawal of 500 Euros still not processed after 3 weeks

I deposited around Friday 10th January 2020 with a deposit match bonus, I wagered all of my bonus through as required until i had a withdrawable balance of 500 euros. I requested this withdrawal on Saturday 11th January 2020 for 500 euros, i had also sent all of my verification documents previously to them, as i have had a successful withdrawal in the past with Crowncas. After around 4 or 5 days, the withdrawal was showing on my transactions on the Crowncas account, but i didn't get an e-mail to confirm that it had been done, and nothing appeared in my bank. Over the course of this last 3 weeks since then i have e-mailed them on numerous occasions, using 2 or 3 different e-mail addresses that i found for them, each time submitting my security info so that they could access my account with my DPA for authority and full account details. I have still not had a single response from them whatsoever to any e-mail or contact in these last 3 weeks since the withdrawal request on Sat 10th Jan. I've contacted them on chat at least 4 or 5 times and was originally told that they only deal with technical issues over chat. After my persistence they agreed to forward on my details to query it with the payments team for me. I was told they had a backlog and were experiencing delays. On one chat that i had last week, the lady said that they expected it all to be sorted by the end of that week or by the latest today, Monday 03rd February. Having still not had a reply or confirmation that this 500 euros has been processed and sent to me, i went back onto chat today (Mon 03.02.20), i was again told that they only deal with technical issues, but i told them my situation and advised them that it was now serious and i was not prepared to wait any longer and would be sending this complaint. I also at one point last week topped up my pay as you go mobile number so that i could call them on their only contact number, which is an international number too, it was all foreign, the menu system on the call queue was foreign and in the end the call ended and i never got to speak to anyone. The latest chat i have had with them moments ago today ended with the agent sending this again to the payments team as he said that he could do no more than that with him being technical support, he promised to chase it up and keep me informed, i am not confident that this will happen after previous promises being broken.