Zula Casino - Have been trying to get verified and redeem for several weeks

I am a regular player at multiple online casinos and have never once had a problem with getting my identity verified. With Zula, it has been a nightmare that still remains unresolved more than 3 weeks later. On 7/16/25, I tried to initiate a redemption and submitted all of my information. Ultimately, Zula customer support replied and said that the bank statement I provided didn't show sufficient transaction details (which makes no sense and is not stated anywhere in their terms and conditions). On 8/5/25, I was asked for another statement, so I submitted it the same day, but this statement was declined. Then, I was forced to submit all of my documents again, which I did at 9:30am on 8/5/25. It has been more than 3 additional business days since then, and when I contacted Zula again this morning, someone named Harper in customer service stated that my paperwork is "still in the queue for review," despite the fact that it has been collectively more than 3 weeks since I started this process of trying to redeem. The total amount that I am trying to redeem is $16,558.47, and I believe Zula is intentionally trying to stall indefinitely in the hopes that I will play down this amount and/or they are delaying simply in an attempt to not have to pay this amount out. Please assist in getting this resolved. Thank you!