@Jollygood Can you please help me understand what is a flag and how to create one? Does it help?
This link was already posted earlier in the thread, have a look to get an understanding about flags:
Trust flagsTim said "Additionally, the user submitted multiple KYC documents across these accounts, none of which were issued by the country they claimed to be residing in." which does not make any sense to me. My KYC is completed and I did face verification, liveness check and everything else they asked for. My ID document has indeed been issued by the government of my country.
Regarding the KYC, as unlikely as it might sound there is a possibility that the casino have made a mistake. If one department updated the KYC but another did not, it could have led to an error. I think they should rectify this and whenever you communicate with them you should provide them with a screenshot of your verified customer email/reference number.
For now, if I were you I would not worry about the KYC because you have been verified (regardless of whatever they say) however the fact remains you need clarity on why they have blocked you from withdrawing. I hope they provide information on the matter soon.