I checked your profile and your trust was really bad especially from reputable members over here.
You can't have such amount of money in a casino and provide fake KYC just to start blaming a promotion the casino did, that's wrong.
I really don't see any chance of you getting this money as I will advice you to skip this stuff and try providing your real ID when asked for KYC.
I think you should have provide all the necessary evidence include neglegance to your messages by the casino so as to prove your claims as your negative trust reviews speak so much negativity towards you.