Just wanted to share one main principle in law - Ignorantia legis neminem excusat. It is customer's responsibility to read carefully our Terms&Conditions.
Yes it is , I agree, but it is also your responsibility to check up each user, as each user submit a document, which of course you can verify if it is fake or real document, but in the end , after the user won, you withheld his withdrawal, I think this will be another cases if the user lost, but since he won, this issue is up to the surface since you blocked his withdrawal