Toptally Casino Complaints

So I’ve been using this casino regularly and deposited over £1,000 into their site. By this point I’ve already done the KYC (Driving license submitted and a bank statement) account then verified and allowed to continue playing. I hit a big win on crazy time and a bit of live roulette and request a withdrawal of £8,001 & £1,200 (25/08/2020). Within minutes of this I get a phone call asking how much I earn and all the responsible gambling questions from Toptally. The man who called said I needed to send in proof of PayPal account to be able to receive my winnings, which I sent in within 10 minutes of the call ending. I then go on Toptally website and login only to see I need to send in my last 3 payslips and last 3 months of bank statements in full (SOW). Which I did the following day (23 pages long required 2 days worth of uploads). I keep going to chat to see how they’re getting on and they just give me the usual it will be checked when it gets checked. I ask to formally submit complaint about the procedure and they say they don’t have a complaints team and I just have to wait to hear back from the documents processing team. Now been 6 days, heard nothing back. Because they requested these documents after the withdrawal surely I’m entitled to the withdrawals regardless of whether SOW has been verified or not. Under section 17.1 in LCCP written by UKGC I would be entitled to my withdrawals, am I right? I have sent the documents in and have no issues with them verifying my source of wealth because I earn £2-3k a month anyway and have loads of assets and savings as a SOW but I’m just annoyed at the customer journey and the fact they’re holding onto my withdrawals to try and prolong me receiving my money. Oh and I thought I’d mention, they’re still letting me deposit money into the site why haven’t they blocked deposits? Surely they should block deposits if they’re keeping the withdrawals pending during SOW verification!

Joined up with this Casino few weeks back through AG link to take advantage of 1st deposit bonus. After depositing I never received bonus and was told by live chat that management had decided I was not entitled to receive a bonus and that was the end of it. I was a little annoyed but have heard this phrase used before so I just continued to play with my original deposit and managed to hit big on some slots.
As per all online casinos I uploaded my KYC docs via my account and requested a withdrawal. There were a cpl of issues regarding my card used to deposit, but this was rectified after providing a letter from my card issuing company.

Top Tally’s own withdrawal policy states that withdrawals will remain pending for 48hrs before being processed, and mine has now been pending for a week.
I have contacted live chat on several occasions to query as to why my withdrawal was still pending, and just keep receiving different excuses and apologies?

I spoke with an agent yesterday (chat log enclosed) who confirmed that after speaking with the finance dept who had received all requested docs that they were happy to process my withdrawal that day and again another apology.

After 24hrs my withdrawal is still pending, spoke with live chat again today to be told yet again they are sorry but this time they have had so many recent winners that withdrawals are being delayed due to the workload😂😂 and that I would receive an email once it had been processed.

This is appalling customer service bent on intentionally delaying withdrawals in the hope that the customer reverses. And to be lied to is truly shocking, and how casinos are allowed to practice like this when supposedly being governed is beyond me.