14 days delayed refund

I have been using bitstarz for a while and cash out many times with no issues what so ever, but this time when I hit cash out I decided to take a permeant break from their site, which took away all of my access to getting back into the site. Me thinking since I already hit the cash out button and that the cash out was already in progress to be sent to my bitcoin wallet that it would send the withdraw and my account would be disabled, but however that was not the case.

After I hit the take a permeant break, bitstarz actually stopped the withdraw process for some reason and has not sent my remaining funds to me in what is now about to be two weeks. Every time I ask them if they heard anything on the process or have a time frame of when I might get my withdraw they say they haven't heard anything from the department yet & that they hope to hear something soon. The first person I spoke to with on live chat after this happened told me I could do a manual withdraw if I sent them my wallet address, so I did, but after I sent them my wallet manually to verify that it was the address I wanted to use still, they decided to change their mind on the manual withdraw, which didn't make any sense to me.

Yes I've made two separate withdrawals on my account. I have not received them. Been told that there's issues and be available within 24 hours or sooner. But it's been over 24 hours. I've also made a deposit and it was approved on blockchain and I haven't received that either. I'm just basically told 24 hours was told the same thing again today. They're showing pending.

About a month ago I was not awarded a bonus round on Quickspin’s Golden glyph.

When they got back to me they said their history records don’t reflect any such thing - and even backed it up with a screenshot.

***Now I’d like to say I have played years at Bitstarz and on Quickspin games, and Bitstarz have always been great to deal with and I’ve never had any problems with either of them, technical or otherwise***

Now I’m no computer expert so I want to know whether there is any legitimate reason their history could be different?

It was only a 20c spin but the thought they could ‘potentially’ be scamming customers so blatantly is nagging at me and has left me questioning how legitimate/ fair online casinos really are as a whole.

I have emailed the videos/screenshots as it’s not giving me an option to attach them here.