Missing 5000 dollars in withdrawals over a month now

So it all started with the slot tournaments 2 months ago. I entered the slot tournament and won a couple thousand dollars and tried to withdraw it. Then they denied it saying because I used the bonus, I am not able to withdraw it. That’s a load of garbage I thought, but whatever. So anyways, I proceeded to deposit more money without using the bonus. I even explicitly asked their customer support on if I was to deposit without any bonuses, that any winnings I get was going to be mine to keep, and they said yes. This was a total LIE. once I won 2,500 in tournament prizes, I requested a withdrawal. After a few days, it was denied… so I ask customer service why it was denied and they said there is a playthrough requirement for the tournament winnings. That is the most ridiculous thing I have ever heard. I used no bonuses to enter the tournament, any winning I get should have no strings attached, additionally my account said 0 dollars in playthrough AND I was able to request the withdrawal, which indicates there was no playthrough requirements.But whatever, I digress. So then I proceeded to play the balance to meet the playthrough requirements, which I did using slots on July 18th. While playing I won another 2,500 in funds using slots, so I requested $5,000 in total on july 18th. Then on 02 Aug, they deny the whole withdrawal request and ultimately approves 1,250, then they manually inputted another 1,250 request. How does that make sense?? So now 1,250 was approved, but now I have a new pending request of 1,250 that now has to wait another 2 weeks to get approved? Also, what happened to the rest of my withdrawal. This is absolutely ridiculous. It is now 2 weeks later and still nothing in my bitcoin wallet from this request and still pending request. Every time I ask customer support, they say it has been escalated. They said this 4 different times now….


I have attached all the screenshots of messages and my transaction page.