SpiderVegas Casino - Verification taking unusually long

So, on 18 Nov Spidervegas asked via email to submit documents to prove my identity, as is usually the case upon submitting a withdraw request. I immediately sent them, got an email back confirming that they had indeed received them. However, even now on 29 Nov, my account has not been verified. For me, verification has never taken this long, and I've played at countless casinos with verifications usually taking max. 48 hours.

I emailed Spidervegas in order to maybe receive a status update, but they've stayed silent about the matter. Even their livechat says they can do nothing to help, since their support service doesn't deal with withdrawal and account verification issues, according to the livechat helper I spoke to. Seems weird for them to not have any contact with the verification department, but that's beside the point.

So, my 250€ winnings are just sitting there since verification has taken so long. I didn't really want to open a complaint about this, but the complete radio silence from Spidervegas leaves me no option, really.

Email transcripts and screenshot from livechat will be in the attached files.