Bronze Casino - Not paying me yet

Hi, I made a withdrawal for €5000 on 21/09/19 I passed all confirmation and got a call on 27th inquiring as to whether I split my withdrawal I'd have 2500 in my bank that day and other 2500 to play with, me being me I said yes please. They split the withdrawal however I am yet to get the withdrawal of 2500 in my ledger. Visit say they cannot put a date on when I'll get it. If you don't mind can you help.