Betgaranti Withdrawal Not Paid

I have been using the Betgaranti website for sports betting and today I requested a withdrawal of -₺54,000 to my bank account at Ziraat Bank. Although I have sufficient balance in my account, my withdrawal request was not processed and the money was not transferred to my bank. When I contacted Betgaranti customer support about this problem, they told me that they could not pay this amount because it was obtained via cash out. I find this justification completely unacceptable, because the cash out feature is a function offered by the site itself and the winnings obtained in this way should be paid to the user without any excuse. I request that my -₺54,000 withdrawal to my Ziraat Bank account be processed as soon as possible and that my winnings be fully paid without any further delay. I also expect a clear written explanation from Betgaranti as to on what grounds they are trying to avoid paying a balance obtained through a feature they offer themselves.