10k stuck on pokerstars

Have around 10k stuck on pokerstars for a number of years. I lived in Canada but moved to the US and forgot about it. Have travelled to Ontario 3 times in the past 5 years and each time I have tried to withdraw. I have uploaded my Canadian passport multiple times, given my banking information multiple times but they never release it. I get an automated message "Liveness check is not clear or is missing". I have taken the passport pictures multiple times in good lighting. The pictures are clear. I have sent multiple emails asking about it with no resolution. At this point I believe they have no intention of releasing the funds and have just taken the money.