Got bored waiting so opened a live chat session, and they processed the documents and withdrawal during the chat.
Go figure......
I did ask why it was taking so long, you can see the explanation below.
Anyway, I'm verified and I've been paid.
-------------------
08:51
name: Alex XXXXXXXXX
email: XXXXXXXXXXXXXXXXX
Date of Birth (ddmmyy): XXXXXX
Address: XXXXXXXXXXXXXXXXX
System
08:51
Hey, thanks for contacting Rizk. One of our customer support agents will be with you shortly...
Mark
08:51
Hi Alex!
How can I help you today?
08:36
Hi there I've had a withdrawal pending for days and I've had my verification documents sat at 'Processing' for over 36 hours, can you advise when these will be progressed please?
Mark
08:52
I am sorry to hear that Alex, let me check one moment please
08:37
The withdrawal has been pending since 31st March.
After two days I was asked to verify my account, I submitted by docs immediately but nothing has been done with them yet.
Mark
08:56
What is the connected e-mail to your account please? Thanks
08:41
XXXXXXXXXXXXXXXX
Mark
08:57
Thanks checking your documents right now
One moment
08:42
OK thanks
A couple of them are scans but then I noticed you don't accept scans so I did them again as photos.
Mark
08:58
Thanks one sec
09:02
Sorry it takes a while, one moment
09:06
Your documents and withdrawal has now been approved
Thanks for your patience and congrats to your winnings Matthew
08:52
That's great thanks
Why was it taking so long?
Mark
09:08
No problem Alex
Sorry for your waiting, at the moment we have increased contacts a bit so the handling time has been a bit above the average. But from now on we do not need further documents
Is there anything else I can help you with? I would highly appreciate if you would like to rate my work here today when the chat is closed. Thank you!
08:53
OK thanks very much, I'll give you a high rating for service