Wild Casino - Player claims that payment has been delayed.

Every other month, I have to go to Minnesota, took care of my grandmother, who is disabled, and due to Covid protocols, cannot get her own home help. I signed up for my account with Wild Casino at my house with my Internet, but chatted with an agent prior to making a deposit and told them that every other month I have to go take care of my grandmothers there may be somebody out there with an account that I don't know about. Due the situation & circumstances, the agent stated this would not be an issue. Fast forward to Friday, I went to withdraw and was denied. I have submitted every piece of documentation they've asked for. I have also explained my relationship like they asked for in an email. They tell me they need to call me so I provided the phone number and waited awake all night long for the call , they never called. I am now continuing to be harassed about this phone call three days later and they denied my withdrawal for it when I ask why they didn't call the other day when I gave them my number I get no answer or response. I need this taken care of but I continue being told I have to receive a phone call, that phone call will take 24 hours and then they never call, just tactics to keep extending my withdrawal out further and further.

Dear jimmybill,

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

My withdrawal is approved, it's with bitcoin, and it should've been done immediately within 24 hours at most stated on their website. Yes I got triggered for KYC but I have an email that states I can either explain this relationship or have them call me and since I already waited for them for multiple days to call me, I decided to explain the relationship, and that this isn't good enough, they are using Stall tactics and it's unacceptable. The keyword in the email from them is "or" not "both".

once this is in my possession, I will close the complaint

Dear jimmybill,

Have you received your withdrawal from the casino yet?

Dear jimmybill,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.