Delay in disbursement of funds

Hello.

I'm writing to ask for help in resolving my issue.

Today, two weeks have passed since I requested a withdrawal. Due to the withdrawal limit, I submitted four withdrawal requests totaling €3,710. The main reason for the withdrawal was account limits that prevented me from playing further.

I underwent three different verification processes. The first was basic: a photo of my ID and a photo of my face. The second required a photo of another document and a selfie with my ID and a piece of paper with a specific inscription. The third verification process was very tedious. I was asked to record a video in which I answered three questions, showed what was happening around me, waved my hand in front of my face, showed my ID again with the selected inscription, and waved the ID in front of the camera so that the holograms and watermarks were visible.

Despite this, I did not receive the money. I've contacted customer service several times regarding this matter, both via casino chat and email. The most common responses were, "We're checking your account; the withdrawal may be delayed."

I don't understand why this is taking so long. I'm once again asking for help in resolving this situation.