IceBet Casino - Player claims that payment has been delayed.

I have problems with this casino. They don't want to pay me my money. I do not understand anything ! I used astro pay-zimpler when depositing. The withdrawal method I chose is bank transfer. Then received a letter from their property department. They wanted me to put more money - minimum, to be able to use bank transfer. I did it deposited 20 euros. Then received a new Mail they want brief information, screenshot on my account. Selfie with ID and other things. I do not understand anything . Seems they don't want to pay my money.

Dear Yasminfrihet,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We have noticed that you have submitted two complaints about the same issue, therefore, I am forced to reject this one. Your other complaint will remain opened, so from now on, please reply only to that thread. I would like to kindly ask you to always submit only one complaint about each issue. Thank you very much for your understanding.