I did not receive my withdrawal since April 14th

I was playing Floating Dragons Megaways on the 23rd of April and received a bonus round. I won $6297.60 and took screenshots as I'm in the habit of doing when I win a large amount. This time, however, the winning amount didn't move into my account balance, and that's a first to ever happen in many years of online gambling. The money simply disappeared.

After waiting two weeks for resolution while being told repeatedly that it's in the hands of the game provider, I finally received an email this morning stating "We acknowledge receipt of your complaint regarding the display of winnings during gameplay on Joya.Casino. As per our Terms and Conditions (T&C) outlined in section 18.3.6 "If any of the casino games, that are hosted on Joya.Casino, don't show winnings, losses and/or bets on live feed within 3 seconds as the change occurs, Joya.Casino is not in obligation to pay winnings to users with the mentioned issues."

I of course question how this can be correct, fair, or even legal. I also question if the casino in fact even contacted the game provider due to the week long debacle I endured to be paid my previous withdrawal. I started the withdrawal process on the 19th of April and only finally received my funds 10 days later after providing them proof in the form of an email from the payment provider no withdrawal had ever been received. They finally sent the money via a different method a couple of days later.

I've had bonuses freeze and then correct themselves upon a reboot, and I've had to wait a couple of days for a payment provider to check game play for the purpose of a withdrawal after winning a large amount. I've never encountered having a big exciting win only to have the money actually never make it to my balance and a casino say "oh well" two weeks later, and just not receive the money.

This can't be right. Please help.

I made a withdrawal of 0.016btc on Friday which I received. Later that day I made another withdrawal of 0.0155btc and received a notification saying that only max 1000eur can be withdrawn per day. So I waited for my withdrawal to be processed on Saturday. However this did not happen neither on Saturday nor on Sunday. So I contacted the casino on Monday and I was told it is still being processed. Later that day I contacted them again and was told that it is being checked. As I did not receive it on Monday I contacted them on Tuesday as it was already more than 96hours since the withdrawal was requested. I was again told that it is being processed and I would receive it soon but I see nothing has changed. It clearly looks like they are stalling. Their terms say you can withdraw 1000eur per day and 6000eur per week, but it is not possible to do as they stop paying after the first withdrawal.
I hope you can help me out here.
I am attaching a screenshot with my current balance and first withdrawal. Unfortunately I cannot send a screenshot with the pending withdrawal as they do not show pending withdrawals. I am also attaching the conversations with the casino