PokerStars Casino - Withdrawal of $15,850 put on pause, no reacting on my messages

Hello. I'm playing pretty much consistently on Pokerstars, fourth of May 2019 i've made a store and won up to practically 17k$, 11k$ on openings and the lay on poker. sixth of May 2019 I got the money for out 15850$ I knew there was a 72h Handling time. eighth of May 2019, I got an email saying : "Withdrawal on hold - Check required" "Your withdrawal demand has been requires to briefly wait as a feature of our standard method while we confirm your account subtleties. If it's not too much trouble give us the records recorded underneath so we may completely confirm your account and withdrawal subtleties:". It was somewhat odd for me since I was full confirmed in year 2016, yet anyway I send them again my archives what were required around the same time. Since that day I get overlooked at pokerstars, they shut at that day the live help visit for me, for reasons unknown... presently its the fourteenth of May 2019 and I send them perhaps effectively 4-5 sends however I get no reacting regardless of in which case, it feels like I get disregarded. The Cash is stil on hold.
I'm sorry for my terrible english.