OP, unfortunately, you'll have to complete your KYC before they can get into the bottom of your case. It slipped from my mind for a moment that it is quite a standard procedure shared amongst many casinos, that they'll need KYC [of which the players agreed may be imposed upon them at any given time] before they can see what's wrong.

I can see that you've submitted your docs. Can you inform me if all of it successfully verified and you passed their KYC? Or is there one or two documents that you think should be accepted and they deemed not. In other word, is there any problem with your ongoing KYC check?