They say withdrawl is sent

I am writing this complaint because kingpalace casino is not sending my withdrawal. I have been waiting since 09.10.25 and still have not received the withdrawal. The casino says my withdrawal has been sent from them, but has not been sent from their payment provider to me. Support is of no help and I just get the same answers over and over. I am starting to think that I will never receive my BTC withdrawal that they say has been sent but now 4 and a half days after they said the money was sent I still have not received it and need help from askgamblersteam to contact the casino. I hope to get further help. Attached is a screenshot of the chat I have had with them and that they still only show as pending on my user even though they say it has been sent.