Yep Casino - Casino not processing withdrawal

I made two €50 deposits on the 1st of January 2026.
These deposits were made via my Mastercard and didn't have any bonuses attached to them.
Luckily my second deposit managed to get my balance to around €4,000
I decided it was time to get verified and make a withdrawal
I uploaded my documents in the profile section,
From previous experience its hard to withdraw to a Mastercard so I wanted to do a Bank transfer
Unfortunately Bank transfer didn't work for players from New Zealand.
I loaded up my skrill wallet to make a deposit and withdraw that way, for whatever reason Skrill wasn't working in the casino cashier.
I then loaded up my neteller and fortunately it worked to make a small deposit which I played for a while
I uploaded my neteller information in the verification portal but unfortunately it wouldn't let me withdraw with neteller.
The only way I could withdraw was via my mastercard which I did and left it at that.

The Next day 2nd January, The withdrawal was cancelled and I received an email from the casino requesting additional documents
such as a selfie with my Mastercard, selfie holding my ID with my casino account open in the background, I had already uploaded a
selfie holding my ID card in the profile verification section. 3 selfies is my first experience with an online casino.
No problem I uploaded the requested documents and made a withdrawal again. (Withdrawal requested 2nd Jan 2026)

I received an email on the 5th of January stating that my account was verified. I thought great, the withdrawal should hopefully
try and get processed in the next day or 2. After 3 days of nothing I emailed the casino 08/01/2026:
"Hey there, Just enquiring as to my withdrawal that has been pending for 6 days.
Any ideas? I would like to get back to enjoying the casino but it's taking a while I haven't played since last week"

They replied:
Please note that your profile was undergoing verification, so withdrawals were not possible until the process was completed. Your account was verified on January 5, 2026, at 10:39:37 (UTC). According to casino rules, withdrawal processing times begin the day after verification is completed.
Your withdrawal is active and is currently being reviewed and approved. Provided the verification (KYC) procedure is successfully completed, withdrawals from €500 to €4,999 will be processed by the casino within 5 minutes to 48 hours, but not exceeding 5 days from the time of the request, excluding weekends and public holidays"

I thought ok so a couple more days and they should process it. A few days passed and still nothing So I emailed them again 13/01/26:
"Hi there
I'm just enquiring about my withdrawal that has been pending for 11 days.
Withdrawal requested: 2nd Jan, I was fully verified on the 5th of Jan so that makes the withdrawal 8 days of pending since verification.
Any information would be greatly appreciated."

They replied back:
Withdrawal requests from 500 EUR to 4999 EUR or equivalent to your currency will be approved by the Casino within to 5 working days. Withdrawal processing times begin the day after verification is completed.
Please note that Saturday and Sunday are not business days and therefore are not included in the processing time. Your request is still within the expected timeframe.
Have a nice day"

I then replied to them 13/01/26:
Thank you for your response.
From my understanding I was verified on Monday 5th January.
So Tuesday 6th,
Wednesday 7th,
Thursday 8th,
Friday 9th,
Monday 12th,
Tuesday 13th
so that's 6 Business days and beyond the extreme 5 days processing times.

They never replied to that email.

Today is Thursday the 15th and "8 business days of pending"
The withdrawal is still pending and I don't see any interest from the casino in making this payment
or any support from them. I have uploaded a PDF with screenshots and time stamps to accompany this complaint.
As a very long time Askgamblers user I'm hoping to get some support with this situation.
Thank you