Large win delayed payment

I won 20,000 and my payment is delayed. Their customer service keeps giving me the same response that my account is under review but they’ve reviewed and cleared my account multiple times at this point. I feel like they are trying to hold my money because it’s a substantial win. I’ve written on trust pilot and again their customer service gave me the same generic response. I’m so frustrated because I spend a lot of money On this website. Any help at all would be so appreciated.