I've seen weirder requests from other companies like asking the customer to take a selfie or a photo from the street were you live.
Requesting a video call is becoming one of the mandatory requirements to complete identity verification. I believe it's needed to confirm that the submitted documents actually belong to the one accessing the account.
Besides, if someone is OK with submitting his documents and revealing his identity, why would he refuse to make the video call?! Anyway, it looks like the accuser doesn't mind doing it.
such a method crosses the line actually if you have to be asked to provide a photo of where we live, in my opinion submitting documents is far more sufficient than having to do things that have crossed the line like that especially selfies and videos are also strong enough, but if there is a casino who asked to submit a photo of where we live obviously that was crossing the line, of course I will never play in that casino again.