Your post is incomplete did you hit the wagering requirement, if so you can withdraw but if they ask you to do KYC, you should if there is a KYC requirement in their terms, they have a reason why they asked you for KYC, I have not heard or read about this casino but I cannot categorize this as a legit complaint.
You should undergo KYC first and if they still do not allow you to withdraw your money and they gave you a false accusation, then that's the time to open a complaint.
You should understand what you are signing up on the casino I guess you did not read before you hit sign up.
I am surprised at gamblers like this because they experience problems or difficulties in the casino because of their own mistakes, who do not want to complete the requirements but instead claim that they were tricked or not given good service.
He should have read the TOS first so he could avoid problems like this because in every casino, if it gives certain requirements, it will always be written in the TOS so that gamblers can fulfill them, especially when withdrawing large amounts of gamblers must be prepared if asked for special requirements.
I agree with you and it does seem like he should have done what the casino asked him to do to process withdrawals before filing a complaint.
They will seriously read the ToS once their account is having problems with the site.
I believe, most gamblers are not really reading the ToS, hence, such common problem is being encountered.