Rossmac001

I have a pending withdrawal from an online casino that is being held up due to proof of income checks. They have all the documentation that they asked for but are saying that it will take them approximately 10days to check this. I really need this money. I paid a large bill as I was expecting receive my money within 24hrs. I have explained that I am disabled and diabetic and need this money as I literally have nothing for food etc. They just refuse to help me. I have asked them just to pay my money and close my account but they say they cannot do that without performing these checks first. Is this correct?