Betway verification stuck?

Sent my docs in for verification last week and I’m stuck in some weird limbo. No update, nothing in junk mail, just “pending.” I did a passport pic, utility bill, the usual - no reason it should get flagged. Used the same set for another site and was approved in two hours there, so I’m wondering if this is just how it goes or if I should be annoyed. Support is giving me the copy-paste “we appreciate your patience” routine, which doesn’t help much.

This is pretty frustrating since there’s a bonus I wanted to actually clear on roulette yeah, I know, not optimal EV but that’s how I like it sometimes. Is waiting over a week actually normal these days or are they stalling on purpose? Anyone here have to chase them down or escalate before, or does it just eventually sort itself out?