that's weird, they said on one of their emails on the screenshot you provided that they never perform KYC client checkups and that they only need to verify if your winnings are legal to allow your withdrawal request to go through, then on telegram, the "manager" (aka MichealJet) ask you if you provided KYC documents to their verification team. I am confused. do they as for KYC or not?
The situation is rather unclear.
Why does the communication with the support service take place via Telegram?
Even if this really is a support employee, nothing prevents him from demanding some kind of tax and subsequently disappearing, delete the account and deny that you communicated with the support employee.
Demand communication via email. Let them send you a letter with requirements or explanations via their official email address.