I did not see the documents of course, but I grew up in Egypt and official documents issued from official sources might appear "fake" because sometimes cheap paper is used, unclear handwriting, stamps are smeared.. etc..
In all cases, the broker doesn't have the right to cancel the profits and should propose alternate verification documents that it would accept, and if the customer provides them, the funds should be released immediately.
and regarding all this talk about AML.. these are 12000 $ we are talking about here, not millions.. if it is just about showing some documents, I bet the real money launderers never have any issues withdrawing....