This certainly looks like deliberate incompetence designed to result in them not having to pay out what are legitimate winnings under original terms and conditions.
They didn't seem to understand the simplest of statements in the E-mails, or even read most of them, their phone support barely spoke English, yet they market to English speaking players. Oddly, they seem able to grasp anger and abusive language in English despite being unable to understand the meaning of a simple explanation of how to interpret the US legal document (drivers licence), given that they themselves state they are not familiar with how the document would look. (How the hell (oops, that's my account locked then
), could they then expect to verify the validity of any documentation.
The one thing that convinces me they never intended to pay is the fact that they repeatedly fail to enable you to communicate with them by obscure trickery, "takes her weekends mid week", "the CASHIER support phone number does NOT DEAL with cashier issues". After all that, they try to close your account because THEY have taken too long to receive and verify all your documents and communications. (It took you several E-mails and calls to force them to reveal that they wanted documents in the first place).
Is it any wonder that the US Senate was able to get broad agreement that something had to be done NOW, even if they had to resort to "dirty tactics" to get it through the last session.
This casino should be added to "not recommended" at least on the basis of this incredibly incompetent CS alone. If it can be proved this was a deliberate attempt to avoid paying out on a genuine win not in breach of any T & C, then roguedom should be considered.
It would be best to stick to the better operators, which is difficult admittedly for US players. It has already been suggested that the mass pulling out of the US market by the top operators has left a vacuum that the disreputable and incompetent are only too willing to fill. Sadly, there is probably little that can be done, as they really are able to "do what they like" with little or no repercussions.