Hi, I see you've been waiting for two weeks, so I'll start by saying that I think you've done a good job opening a complaint.
I noticed that the casino says you can only withdraw one way. You don't have an alternative other than the mastercard ? I understand that the payment provider may have some problems and therefore the withdrawal may be delayed, but it should be sorted out in reasonable amount of time I would say.
So, our team will try to help you, although I would like to believe that you will get your money before we intervene.
Anyway, for now we will have to wait and hopefully you will see your funds.
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