It would be interesting to know which amount we are talking about here.
If it was a really high amount after some high casino win it would be kind of normal ( even though it doesn't make sense if the guy already passed KYC and had withdrawals in the past) to delay it, but if we are talking like 500$ I don't get it.
Yeah. He mentioned that the amount in question is around $4k out of which 1 grand is his own deposit which implies that he earned a profit of around $3k. It's a relatively big amount which is why it makes sense why it's taking time to process his withdrawal.
They still have should have offered him a better explanation to calm him down properly.