Unable to make a withdrawal due to technical issue

On the 18th of October I won $11,616.99 on the bonus spin of Mega Moolah. Pretty great, given how many years I've played it. I immediately reached out to chat support to start the verification process and uploaded my documents via chat. Pretty straight forward. I deposited a total of $250 CAD via Idebit, no bonuses, asked about withdrawal limits, played some more, and then tried to make a withdrawal of $3000.00 which is the max per withdrawal via Idebit, just to get the ball rolling. An error message popped up stating that I needed to deposit using that method, to make a withdrawal with that method. Which I had already done. I contacted chat again, he agreed there seemed to be a glitch of some sort and sent the information to tech support.

I happily waited and played the winnings the next day, rode the wave and tried again. Same issue. Contacted support. Told to please wait. I asked that someone follow up with me via email to let me know what was going on.

I have been in contact with chat (who have been polite and friendly) every day for five days to no avail. I have repeatedly asked for someone to reach out to me via email. A supervisor, tech support, manager, and I have yet to receive a single word from anyone. Chat has explained that this is a very unusual occurrence and is very complicated, not to worry, it's being addressed. Well, now I am getting worried.

I played for a couple of days, and decided to stop. There in just over $10 000.00 CAD sitting in my account that I cannot withdraw to even begin the verification process, and I know from doing that process with their sister site Loki Casino, it takes over a week. I spoke yesterday with chat and said that I need someone to reach out to me to explain what's going on to reassure me and if no one does I will be filing a complaint with Ask Gamblers, and no one did. I attempted one last time this morning, made myself clear, and was politely told that the reason a manager hasn't reached out to me is because he's busy watching my account all day and has nothing to report yet. And, of course, to please wait. I've been offered no solutions, no time frame, no explanation as the steps being taken to fix the problem, and no reassurance from anyone in a position of authority.

I understand technical issues can happen. I've been playing for years. What I've never encountered before is such a lack of communication when I'm obviously concerned about collecting my winnings, and they have made it clear it's their issue, but not one actual person beyond chat seems to want to speak with me. So I need help please. I'm uploading screenshots of my deposits, my attempted withdrawals, the error message, a picture of my big happy win, and my current chat from today.

I don't know what else to do. They aren't properly communicating.

Tammy