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Their ToS states that verification
may take up to 7 working days to be completed. This doesn't mean it will take exactly 7 days. It may be completed in one day or even few hours.
However, you are right, the support agent shouldn't have made that claim and should have repeated what's on their ToS.
I don't want to make the same mistake as the support agent but unless they find something suspicious about your account/bets then I don't see any reason why the verification process should take more than a day.
Actually similar thing happened in most casino where the support agent answer something which is not the same as what written in the ToS page.
Most cases usually because the casinos use 3rd party live support which means that the support agents do not know all things but most of them usually use common senses or common thing they know based on their own experience.
The other possible case is because the live support agents (although it is internal staff), they are not well trained or they are still new as support agent.
When it comes to such verification procedure, support agent can only say an estimation because they are not the one who do the verification process.