While ComeOn would not address specifics, ComeOn cited the below section of their terms and conditions:
2.17 ComeOn reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. ComeOn carries out additional verification procedures and players having cumulative withdrawals exceeding 2,200 Euro will be requested to provide ComeOn with personal documentation, such as but not limited to copies of identification documents, utility bills, credit cards, bank statements etc. A player's account might be closed permanently and or a withdrawal may be refused if a player does not provide ComeOn with the required documents and or if the player is found to have supplied false or misleading information.
ComeOn confirmed that the player provided his documents as requested, but the closing sentence of the policy indicates that ComeOn has concluded that the documents are not fit to pass their Know Your Customer (KYC) process.
In the event that the player would like to further dispute this case, he is able to launch a complaint directly with the Malta Gaming Authority (MGA).