This is the response I got from them after 10 hours of my first ticket, and my BTC being withheld for 24 hrs.
"Hi ....,
Based on your recent transaction history, it appears that you recently placed a large deposit and requested a large withdrawal without placing any bets. Can you please explain why you have done this?
Best regards,
Kim Valentine "
I did explain, and still waiting on an answer on why my btc are not processed for withdrawal.
the reason based on that question they asked you, is that they expect a bet from you before withdrawal
you can't apparently deposit on their site and withdraw after, if you don't do any bet(which btw it sound stupid too me)