To understand the situation better, you must mention exactly when you placed the request and how many times you have contacted their support and how long they took to reply you and anything relevant to time frames.

This is an usual practice among many gambling houses. They will go for checking your gambling history so that they will find out how lucky you were so that they can be sure about you have not employed any malfunctioning to crack profits against them . This may be repeated each and every time, you will be placing a withdraw request because any time anything may happen and they just want to be making sure of things all intact.