Apologies, will keep the discussion here.
Update for future people:
1/ Live chat told me there was no hope in overturning or manually checking my verification so I chucked my balance away in frustration
2/Holydarkness did his magic and made them recheck my verification upon which they corrected their error
3/RIP my balance
Glad to see that my input helped a lot, and your case was resolved amicably. Sorry for your balance, as you have said, live support can not be able to turn any decision made by the team members. What the live support does is just to render help and assist gamblers with information and updates or inquiries about the casino they work for. Their presence is just to make communication smooth between the community and the team
nothing much more than that.