I won a small amount (700€) and started the withdrawal process. Less than one day after starting the withdrawal the casino asked documents to verify my account. The documents were quite standard except a photo with my face, driving license and a hand written note. At the same time the withdrawal was cancelled and my account locked.
I sent the documents few hours later and haven't heard anything from them in several days. I have sent two emails to finance team but no answer.
Customer care team in chat keeps saying the verification may take a day or two more.
Now the typical verification time has passed and no answer still from the finance team.