Pulsz Casino - Redemption not received in account

I want to start by saying I am already verified and have been for a while now. I am diamond status on here. I have redeemed on here before with no issues at all for different amounts. I have not changed anything at all same bank account and same cards I have always used. I have used my debit card and two credit cards that all belong to me and only me. But on 3/21/24 I hit a bigger jackpot and redeemed 12,000.00. I assumed it would be like all my other redemptions but it hasn’t been. I recieved the email stating funds would be in my account within three business days like I always get. But then three days later I get another email telling me that I need to verify my cards with instructions on how to verify them. The process they told me to follow in the email would not work the way they said it would to verify my cards. So I sent the documents of my cards to pulse support. I then kept waiting and my redemption status still never changed. I contacted them again about verifying my cards and kept getting generic email messages. I sent copies of my cards again to pulse support and waited still no funds in my account and my redemption was still showing in progress. I then reached back out to them again and asked them what was the status of my redemption thinking they had to of recieved my documents in another email to pulse support. All I ever got back was another generic message. So today I did a live chat with them and I asked them what was the status of my redemption. They told me I had to verify my cards and they told me to verify them the same way that they had told me to before. I told the representative I had already tried that way multiple times and that option is not available for me to do it like that. I then told him I had already sent the requested documents in twice already to pulse support. That’s when he told me it would have to be escalated and it would be another day or two just to get a response back. I am now at 6 business days with no deposit of my redemption.