Not received withdrawal for 12 days

I won 28k on the 31st October. I sent all relevant information in straight away proof of identity etc. Every single day I have been on live chat asking when my money is going to be approved there is supposedly no time frame I have done 2 complaints with this company the first one was 2 weeks ago there sent me an email back yesterday with what there say on live chat which is always ‘wait for an email’ I have been waiting on this email for 3 weeks to say this has been approved I’ve asked them if there is anything more I can do? This casino has no contact number it’s like I’m talking to a bot on live chat and on email there constantly telling me the same thing over and over. I did get told this wouldn’t be weeks for approval and also I would receive an email straight away and it took 2 weeks for them to email me. I think I’ve been patient enough now there have now locked me out of my account. I looked them up on the internet and I’ve come across them on trust pilot and there mostly all the same reviews on there I need some help with trying to get my withdrawal sorted as they are giving false hope every day.