Thanks for informing us about this misleading introduction about their sites and their unwritten rules for there bonus.
I don't really like the sites that require KYC because we couldn't know what would they do to our personal information after we submit it.
I think they can do whatever to their customer even if their customer complains about they cannot withdraw their win money.
They can always deny anything from the customer because they think that they have their right to reject anything.
I've seen many things like this, and that is not come from in the gambling only, but it's on the other business, especially if someone claims that he wants to get the money.
The money will always be the reason for someone or company to deny every reason or question from the members.
If they cannot solve the problem from the member, then they don't deserve to get more members, and I think the member will leave them.
I hope that the support system can read this so they can consolidate to you and solve your problem.