Withdrawal delayed 985 euro

I did create an account last month (March) and fully verified myself, I also did a lot of deposits and withdraws in the meantime, all without any problem, one day I get the mail attached below as screenshot (black background) asking for a specific bank statement (where all deposits are visible) from March to be able to withdraw my around 950 euro winnings, which I sent the same day they asked for, I reveived the confirmation as you can see that they received the document, since them they havent came back with an update for a week, when I asked in live chat they said it should take maximum 72 hours and since then im always delayed when I try to contact them. I always waggered my money fully before withdrawing and also lost more than I won so I'm not sure where the problem is.