Royal Vegas Casino - No updates on account verification after a week

At the end of November I logged into a Royal Vegas account that I had used previously, many years ago. I deposited funds and started playing with no issues. I managed to gain a small win and attempted to withdraw.
I was asked to upload/email my docs for verification on 28/11/16, at this point my account was locked. I email docs for verification on 29/11/16, expecting to take the estimated time frame of 24-48 hours. I waited. No email has been received even confirming that my information was received.
I have continued to contact over several days to find out exactly what has happened. I keep getting conflicting information in regards to the status of the account.
I feel that the chat operators are disconnecting the sessions.
At one point I was advised that I have breached the terms and conditions, however were not at liberty to state what had been breached and if they were even allowing my account to be reopened. I needed to wait for the security department to complete the investigation.
I have been informed today on 06/12/16 that they hope to get back to me this week. This I did manage to copy:

Romina has joined the session at 5:38
Thank you for contacting the Customer Support Desk, how are you doing today?
Today 5:39
Can you please look up account name
Today 5:39
kac84
Today 5:39
I was chatting with someone
Today 5:39
they disconnected from the chat
Today 5:39
thank you for holding what is your query for the account?
Today 5:40
the account is locked
Today 5:40
I know
Today 5:41
I have been trying to find out what is happening
Today 5:42
I sent in docs last wed
Today 5:42
keep getting different information
Today 5:42
thank you for holding I can see that you send the documents but still no feedback'
Today 5:43
as soon as we have some news we willl contact you thanks
Today 5:44
any idea of when that will be
Today 5:45
i have been told they are releasing the funds
Today 5:45
then thatbthere are no updates?
Today 5:45
*that there
Today 5:45
thank you for holding still no feedback
Today 5:45
the documents can take up to 48 hours to be review
Today 5:45
Is there anything else I can help you with today?
Today 5:46
But I sent through on 29/11/16
Today 5:46
They are sensitive documents - Can you see my concerns?
Today 5:46
thank you for holding I check in the account and still no feedback from them
Today 5:47
It is now 06/12/16 - Way more than 48 hours
Today 5:47
our securtity departament
Today 5:47
we need to wait for them to see what happen with the account
Today 5:47
When will I be updated?
Today 5:48
thank you for holding hope during this week
Today 5:50
I can not give this informations at the moment
Today 5:50
we need to wait for our Security Departament
Today 5:50
i understand this but i kept getting told 24-48 hours
Today 5:50
it has already been a week
Today 5:51
thank you for hholding I can see that you was in chat today early
Today 5:51
A email to state they have received info
Today 5:51
and the other agent send the documents again to review
Today 5:52
now we need to wait for feedback
Today 5:52
now we need to wait for feedback
Today 5:52
Is there anything else I can help you with today?
Today 5:52
Can you also said where it stated that funds were being released in an earlier chat?
Today 5:52
thank you for holding the but the money was back to your account
Today 5:59
when the docuements are approved and the account open you need to make the withdrawal again
Today 5:59
Is there anything else I can help you with today?
Today 6:00
I was informed they had been approved
Today 6:00
the 2000 was back to your account
Today 6:00
I have not heard from you in some time. Are we still connected?
Today 6:02
But not sure of when I will be updated?
Today 6:02
hope the documents can be soon approved
Today 6:02
Can you email me a transcript of my conversations?
Today 6:04
Katie hope the documents can be approved soon
Today 6:04
if we have some feedback we will contact you
Today 6:04
Can you email me a transcript of my conversations?
Today 6:04
Can you email me a transcript of my conversations?
Today 6:04
sorry I can not do it
Today 6:04
sorry I can not do it
Today 6:04
I inform you what happen in the account
Today 6:04
Why?
Today 6:04
and now you need to waith
Today 6:04
'thanks
Today 6:05
My chat converstaions
Today 6:05
I cant have access to them?
Today 6:05

Here they stated that my issue has been escalated and I would receive update in 24 hours.
At one point during the chat I was made to wait for 7 minutes. But I was attempted to be terminated from the chat session after 2 minutes.

Surely Royal Vegas have breached their own terms and conditions in regards to the time frame to verify the account and notify me of the breach that I have made against the terms and conditions.