Well, the whole experience and wait must be very frustrating doubt, but like Cryptoheadlinenews said, you are the one holding your self and your funds hostage, I don't mean this in a rude way so please don't misinterpret me, stake rep already told you the kind of document they need to have your account pass the level 4 kyc requirement, which as we all have learned is your only ticket for you to be able to withdraw your funds, what other words are you expecting from them actually? submit what they asked you to submit and let it be that they did not answer you, then that will be a different thing to discuss altogether.

For now , all I can say is just wish you luck, and also remind you that casinos are ever ready to take your money if you give them the reason to, so have this in mind and do all you can to get what is required to get your funds back.