I had a problem and it has been resolved after submitting my documents. I don't know what trigger it also but probably I am exception but generally if you expect all users to KYC, I don't think the casino will manage to have a lot of wager volume in my opinion
Good that your case is settled now. All users are definitely not expected to submit KYC, I am personally not a fan of KYC, but it us what you sign up for when you agree to the terms of service.
I hope you enjoy playing going forward.
- Jay -