Withdrawal authorization still pending

After submitting a withdrawal request of £450 on 29/04/2017,

I received an email on 9/5/2017 as follows:

Hope you are well and are having a nice day.
I’m very sorry, but unfortunately we had to reject and reduce your withdrawals as you didn’t comply with our Terms and Conditions.
Our Terms and Conditions clearly state:
“Until the Bonus Wager requirements have been met, the maximum bet that can be placed on a slot game will be £4 and £0.10 bet per line as well as a maximum 5 X multiplier. This also applies to gamble features within games. Wins from bets higher than this will be reduced on withdrawal to a £4 bet or £0.10 per line bet equivalent.”
Sadly, throughout your play you bet 15p per line exceeding the maximum bet outlined in our T&C’s above.
We have reduced your balance to £300 to comply with our Terms & Conditions.
Please withdraw £300, it will be approved.
Very sorry for this inconvenience and please let me know should you have any questions or require any additional information.
Kind Regards,
Anita < surname removed >

My reply on 9/5/2107 was:

Hi Anita,

Don't really understand all that. I have requested a withdrawal of the £300 as you suggested.
Thanks,

Next I received an email on 9/5/2017 as follows:
Thanks. It will be approved in 24 hrs.
Kind Regards,


No funds in bank so sent email on 13/5/2017 as follows:
Hi Anita,
I notice that the amount of £300 is still "awaiting authorisation". You said it would be approved within 24 hrs. Could you explain what has happened please.

Kind regards,


Up today 19/05/2017 I have not had an answer.