FICA not updating

I feel very sad and disappointed that I have to resort to this platform to share my dissatisfaction with the service am getting from Betway,the issue is I tried to make a withdrawal and I got the confirmation that the funds will be paid in 48 hours or less,it’s been more than 2 weeks now emailing my id,bank statement and copy of the card as requested to update my fica details(email) use ***,everytime my withdrawal keeps being rejected even though I have sent the documents on numerous occasions but still no help,contacted and spoken to different agents on the live chat option but everyone keeps saying I must email the documents,am tired of emailing the docs each day but still don’t get the assistance,another thing I don’t understand why should I email the front and back of card used to credit the Betway account.please sort this out as a matter of urgency cause really this is the worst service I’ve ever experienced