Hi and thank you for your message.
First let me congratulate you on your big win. It is truly a shining example of how gaming can lead to potentially life changing amounts of money.
I can see that you requested several larger withdrawals on the 22nd of December 2016, which have indeed been in process for some days now. It is certainly understandable that this is less than ideal for you; especially, as you have pointed out in your correspondence, the fact that we endeavor to process all withdrawals within 24 hours.
The processing time has however been impacted by some irregular conditions, I must admit. The first being the amount you are wishing to withdraw. This coupled with the relatively young age of your account, has caused the need for the transactions to go through further security checks. These checks come from our continued effort to combat money laundering, which is a requirement passed on to us by our licenser, which I'm sure you can understand is very important. This is of course not to say that we suspect you of money laundering, however these checks must be completed in all such instances.
Another cause of the delay was the holiday period, which has unfortunately caused slower processing times, due to the volumes we have had to manage with a reduced staff. I'm afraid that this is a matter of an unhappy coincidence of two very happy incidents. Nonetheless I am happy to now state that your withdrawals have been confirmed on our system, as our payments team are back to full strength from today. Please note that there can still be some time for the payment provider to issue the funds to your bank account, due to the withdrawals being sent via your payment card. Therefore please keep an eye out on your bank account over the next day or 2.
Feel free to get back to us, should you require additional assistance. I would be more than happy to help and make sure that you welcome the new year in style and with a smile.
All the best to you,