10bet issues

On my account page it says congratulations i have been verified but when I make a withdrawal it asks for proof of address to which there is no place to upload it as its says im verified. The chat agents though i explained to them the situation are telling me that I need to upload the document which they not understanding that there is no option to upload anything as it says im verified then they say send the document to a email address which comes back as bad delivery status so how exactly must we withdraw at this place