Gambling sites may ask for time to solve any misdeeds which they can't solve immediately. In this case, there is no way except to be patient. But the site you have accused is not familiar so I am confused about whether you will get any good solution or not,
To give you a full understanding of what kind of service they are. This is one kind of casino that will make a client wait for a very long time without having their issue get resolved, and they will keep asking the person to be patient.
Even the most patient person eventually becomes patient, especially when it involves their money or when there is no deadline for the issue to get sorted out. This customer
waited for 5 months for his KYC to get "verified", lol.