Lost reservation due to random document check request by Agoda after being told my booking was confirmed.

I have booked with Agoda numerous times in the past, using the same card and device. But this time they decided to randomly to request additional information last minute (which involved my uploading photos of my credit card and ID on their website then wait for someone to verify it), I lost the booking and had to scramble to find another hotel and had to pay a lot more for a room! When I called their service team, the best they could do is tell me to book another room with the hotel directly and pay more! This is a terrible service and process! To be safe, book with another service and don't use Agoda!