Casino not checking my document

My withdraw of 2000 euros has now been limbo for 32 days. I have asked for it is still in "waiting" for 3 times from the customer service, for which the response is that "this is a normal procedure which occurs alongside bigger winnings". This is somewhat surprising, as I have been an active user of Coolbet services for at least 3 years, and my cumulative withdraws are well over 20000 euros total, yet this is the first time a withdraw has taken more than a day, as per my recollection. Hence, I find it difficult to believe that this is a common occurence, having not encountered it in the past.

I have not used any bonuses during at least the past year, probably longer, so misusing them cannot be a reason. Every time I have asked for more information, I am only told that this is a "security check", which I understand needs to be somewhat illusive, but I am unfortunately left with nothing to grasp. I have been told that "the matter is actively being taken care of", but if that is the case I cannot even fathom what kind of an operation my background check entails, especially when my offer to assist any way have been denied, being "not required at the moment".

I might add that on top the 2000 euro pending withdraw I also have 3000 euros on my account, which, too, are behind the same faceless wall. I currently have no idea what is withholding my money, how long it will take, will it happen in the future or why it has fallen upon me only now. As it stands, my money is unreachable with no concrete solution.

I apologize for not being able to copy-paste the chat log here: until end of 2023, I had a transcript sent to my email of every customer service interaction at Coolbet, but it seems that is no longer the case. Neither does their automated "download all my data"-service work, making the situation a tad more frustrating. Hence, I hope my summary is enough, as that is the meat of the situation: I have not been given really anything substantial.

I hope that I am not overreacting, but for me a over a month of waiting is enough, and I need closure. I have done everything I can: documents are up to date, and I have 3 times offered to help however I could.

As for Coolbet, my wish is for the withdrawal to proceed immediately and not be bothered with a wait time this long ever again, if everything is in order. If some data is required, I wish to be allowed to present it. Otherwise, I refuse to believe it takes a month to complete whatever check is in place.