PVC Code on 365 help

Hi all,
I kept winning from a first £50 deposit on 365 and transferred all my funds of £386 to the poker site to max out the poker bonus.

Immediately my funds were locked. I completed my KYC on 365 but 365 said I had to wait until a PVC code was sent before I could complete my bonus.

I've been on to 365 a few times, they keep saying it was sent but I've yet to receive it.

My first PVC code was sent on 22/01/16, it's a month later so I got back to support again, they keep saying it was sent and check my post office. I've requested another for the third time.

Anyone any experience with things like this?

Is this a money grab and is there anything I can do to get my funds?