would you mind sharing screenshots of your evidence(i.e. conversation with their support etc..) just to support your claims?

regarding cryptocurrency, while it can provide privacy it doesn't guarantee that you'll have it especially when you are using a centralized platform. also, crypto casinos nowadays are following regulations from their licensor or where they are based and it usually includes KYC.

if you haven't gotten a reply from them they are probably still verifying your information or are investigating something. I'm sure they'll contact you again once they are done with what they are doing.