Crown Coins Casino - Unable to process redemption

Since registering my account with crown coins several months ago, this was my first redemption request. After selecting my preferred method of payment, I was prompted to enter a six digit code that i was to receive via SMS. The phone number displayed was an old phone number which was current when I created the account, but unfortunately I don't still have access to as I have change cell phone carriers since then. I searched the help section on the website and found that to update my phone number all I had to do was contact customer support. I sent a message thru their helpline and 4 hours later I got a response that stated they were more than happy to update my phone number providing I prove who I am with photos of my ID, a selfie while holding that same ID and the new phone number. I promptly sent those three items, making sure everything was easily identifiable. The next message I received said that it was against their policy to update phone numbers. I asked how they suggested that I proceed with my redemption request. They responded by changing the status of my issue to resolved along with some generic response that didn't at all address the concern I had.