So sad to see your experience on this casino, well they requested you KYC and then they didn't reply again is a big red flag, I think they're aware with your chat, but they're choose to ignore it either they're scam or they can't answer anything. Waiting for around 3 weeks is really long, the representative last reply also last 3 weeks too and as you can see there's many complaints in the previous post in this thread.

I will leave negative tag and you could create flag type 3 on their account.