No withdrawal possible due to technical issue

Hello,

I have won 3.500 Euro at Yoju casino and made a first withdrawal on 17th August via "bank account". Unfortunately it was not possible to withdraw my money as there was and is a problem with their payment provider. The only information was that the casino is investigating the case. On Friday 20th I canceled my withdrawal via bank account and made a small deposit with Neteller in order to get my winning through Neteller withdrawal method - hoping that this will run smooth. Today I tried to get an update when my withdrawal via Neteller will be processed. Feedback was that there is also an issue with the payment provider ("It rarely happens to certain withdrawals, thus, such issues are investigated with the help our the provider.")

In reality this means the casino is not able to pay any winning since almost a week. Not sure if this is only valid for me or for all players. It's a bit odd, that deposits are working perfect, but the other way round it's not working since a week.

No information when the problem is fixed - I've attached two screenshots from an email conversation.

Please help to get my winnings. Thanks