Yeah, that's quite established. I've mentioned it in other threads against them. I currently working a hard labor to try to "manually" solve cases against them best I can. Yours though, I won't touch without futher details.
I'm obviously looking for a solution but i won't expect much from this casino with a Costa Rica license.
Regarding the KYC, here you go
https://www.talkimg.com/images/2025/05/07/UUmvjf.png