Can not withdraw winnings

I can not withdraw my winnings from my account from them, it's been a week that I have requested the withdrawal. They reversed the first one and now the second has been pending since Tuesday. I had a chat with their consultant this morning who told me it's pending because of a 3rd party deposit. I must send all sorts of documents, why wasn't I told this when making the deposit? Why do I have to struggle now that I'm withdrawing? This isn't my first bad experience with Betway but I am sure it will be my last