Mega Bonanza Casino - Very long redemption processing time

I have been in constant contact with Mega Bonanza casino about a redemption I placed on 12/10/2024. Every time I chat with them to see why it is still pending with no movement at all they say the same thing. That is in the final stages of review by the relevant team. It has been like this for nearly a month without any movement in the processing stage at all. In the chats they stated they normally try to have cashouts processed in at least 10 business days. They stated that on that day they received a higher amount of redemptions than normal.

I'm not the only one having this problem as others on Trustpilot and Facebook have stated the same thing. I don't like to be bothersome but it's starting to seem like a site designed to take peoples money. Some people claim they have gotten their redemptions to their bank account is 2-3 days. I'm just sitting here wondering why they keep paying out newer redemptions instead of paying out the older redemptions first.

I'm just skeptical at this point because I have never seen any website take months to process someone's redemptions without any update throughout the process. It's like they expect you to spend your hard earned money and then wait until they decide to pay you. I didn't want to have to take this route because I have seen posts of people saying they complained and their accounts ending up being banned without receiving their redemptions.

I know this sounds like a review but I promise it's not it's just the best way I know to describe the situation. Do I need to submit my chat records for proof?