I won a fairly big amount about 7 days ago. Wanted to withdraw my money and was told I can only do this if my account was verified which I proceeded to upload my documents. I was on via live chat with them. I was told that i must close and open the casino again which i did and it seemed that i was verified. The system then let me withdraw my winnings. I waited the 5 business days as I was told to do, I then saw that my withdrawals were canceled I then reached out to them again and was told to upload my ID with me holding I tried this but nothing. And now the back and forth began, I used their online system which shows you to take a photo of your driver's license and a photo of your face. Which I did and once again was not verified. I was also emailed by their accounts department and told the following.
Please note that your payout request has been declined due to the fact that we are missing your handheld picture ID.

Please feel free to upload a picture of you holding your ID on the website, under the Verification page, or by email at your earliest convenience, and then you may resubmit your withdrawal request in the system.

Thank you for your understanding in the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.
as you can see it clearly states that I can also email it to them which was also confirmed by the live chat. I have emailed it to them as well as other documents but they are still giving me the runaround seems as if they do not want to payout.
I am an avid gambler and use numerous online sites for that purpose and this is the first time i have had this type of problem
I also now see they have disabled my live chat icon so i cannot get in touch that way any longer