This is the first time I read that requirement for withdrawal should be joining their discord group, it's questionable, very unusual and something new, if they want to increase the members of their discord group, this should not be the way if the one requesting withdrawal has an issue they should have a dedicated site for their support like a subdomain it's unprofessional if they use a third party chat group to address the concern, it's not really a sign that your casino is not good but do it like all the other big casinos, a dedicated domain for support to address all concerns.
We aim to get improved support functionality in the future. For now discord is indeed our focal point for support, although I understand your point. However please bear in mind, the user who voiced his concern over their account restrictions "jack64" fematron is a known fraudster, and we have him blocked for a reason.
You should have an online live support system in your site. and arrange for instant message replies on live support. Discord support is an annoying thing to use. live support will make your support system so easy. And everyone will feel comfortable using it.