I got my phone stolen back in may, and as a result a lot of my crypto casino accounts were compromised.. but I was able to get a lot of accounts back on different sites… but not shuffle, shuffle sided with the hacker as they set up 2fa and I haven’t been able to log in. I tried emailing them off my email I signed up with, several times now asking me questions I wouldn’t know how to answer unless I logged in to my account which the answers I provided weren’t good enough.
I would say you should continue trying and possibly asking them if there are other ways you could proof that you are the original owner of the account because you cannot just expect a platform to just give you access to what you are talking about through uploading your ID when they no that hackers are very good with that, however what they told you about login in first before they can do anything is actually correct because if I'm not mistaken that's the only way for them to ensure that you are the True owner but since you cannot proof yourself it might be difficult, however that's just what I understand about such situation but perhaps those that have an idea can also advise you.