Pulsz Casino - No response on delayed redemption

On Monday 04/08 I hit big and won $12,000. I have always been verified with pulsz and redeemed several smaller amounts for hundreds of dollars in the past. I have used pulsz for over a year consistently, I have diamond status. The day after my redemption I received an email from pulsz support to upload front and back of my card, so I did that. I then followed up with an email asking the next day if anything else was needed. They did not respond. I followed up again Thursday and Friday and received no response to any of my emails. I tried calling the customer service line which they claim is 24/7 and it goes straight to voicemail. I left a voicemail as it asked and still did not hear back. I wouldn’t mind waiting for my redemption as much if they responded to my inquiries and didn’t ignore them. Their internal review says it takes 48 hours and we are now on day number five and it is still proces­sin­g/c­anc­elling. Usually this goes away by the next day whenever I have redeemed previously. I just ask that they process my winnings and do what is right