Verified account forced to reverify to withdraw, but documents rejected

I have been a verified user since the beginning of December. I was verified with the correct documents and put in for an eft withdrawal. It was slow to hit the account, when compared to other betting sites, but they did pay my winnings. I got an email saying I was verified. Yesterday i requested an eft withdrawal. System and help staff insisted I send documents again. The documents are uploaded and then I get told, they are the wrong name, or duplicate. Staff seem overly keen on pushing instant money, that I am physically unable to redeem, and is a little less than the amount I want to withdraw anyway. The entire process, the staff were friendly and polite, but seemed not to understand that it is not for the customer to spend hours trying to fix their faulty systems. It is unsettling to lose trust and extremely disappointing.