Huh, thats very strange. I just took images top down of the documents with bright lighting... I'm not too sure why thats happening with you. My best answer to that would just be to contact their support again and hope you get a more cooperative person on the other end. My other answer would be to go to cryptopia, they dont have Ripple, but they are another one of my trusted sites.
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Thank you, I will try those :)
No problem! glad i could help :)