Dunder Casino - Rewards kept into an inappropriate financial balance

On the first of September I began playing with Dunder Gambling club and was fortunate enough to have a major success, however needed to hold up until my account was confirmed before I could pull back the rewards, so I continued playing with the cash I had won and on the eighth of September I won $8,000 so did a withdrawal.
On the tenth of September I got an email (duplicate connected) to state my account was completely checked and I would not have to do whatever else in the future.
I additionally got another email to state compliment my $8,013 was on its way (duplicate appended) yet taking a gander at the email I discovered they had an inappropriate financial balance subtleties despite the fact that they had just gotten a duplicate of my bank articulation. I messaged and they prompted that the cash would skip back to Dunder however these things require some investment. Well almost 3 weeks have passed by and I have reached Dunder various occasions to inquire as to whether my cash at any point got returned. I was exhorted in the visit room that it might never return and there is no way around that?
My grievance is that cash doesn't vanish like a phantom My $8,013 must be some place and for what reason is Dunder not investigating this for me?
They state they are here to help yet disclosing to me I may never get my cash is shocking. Would someone be able to please help me