Las Vegas USA Casino - Troubles with a $1,800 withdrawal

So I won money on December 8th 2019. No bonus just a regular deposit and luckily I won 1800$. So I went to withdrawl, mind you when I first made a account with them I sent all of my info and documents needed to verify which I did end up getting verified. After a week or two I finally passed everything the verification que, que, questions, etc. On December 20th I got en email stating that the withdrawal was processed by there finance team and that it would be sent to me direct deposit. Then another email on the 23rd stating my direct deposit of my winnings were sent to my bank so to let them know in a couple days that I received it. Obviously 2 days later it was Christmas and still didn't get it. Gave it until Friday the 27th Nd still nothing and when I talk to customer service and there withdrawal team all they can tell me is sorry we dont know why you havent gotten it we will contact you after the holidays when we figure it out.