Your case may be different from the OP's. The OP has $7K worth of XRP in their account, and the verification process may not be as easy as it is for those playing at fiat-based casinos. The OP failed to verify their address because the verification team deemed the address provided in the documents to be not real address. Holydarkness has helped, but this remains unresolved. I hope the team can resolve this case well without harming its customers - of course this is very much related to the casino's long-term reputation if the OP is in the right position.