No response to my requests, my withdrawal has not been processed, all documents had to be emailed as the upload on the site does not work. My withdrawal has been delayed for more than a week with no explanation

It there was an option for NO stars I would use it. I have waiting for my withdrawal for 7 days. Today i received a payout amount of less than 10%of what was due to me. When I questioned it, I was advised that after I had requesteed withdrawal, a bonus was automatically allocated to.me based on my previous day's deposit with "NEW "rules which which included a maximum payout. This was the first time I received this mistery bonus based on previous days deposit. The new rules were applied AFTER withdrawal. Can this be legit???