Very unprofessional people working in a customer facing role

Today , They called my name for a R1500 promotional draw , when I went to collect the price the Manager Mr Floyd asked me the ID , valid SA doc or driving license . I told him I can show a passport soft copy and he said no , when I presented my italian driving license he said no , I told him I can give him my SA TRN , which is a valid SA doc but he doesn't know what is it. I wanted to speak to a senior manager and it took more than 1 hour and it did happen only when I went to see the casino manager. A senior manager came and he wanted to explain me the rules. I do findbstrange because his subordinate was not clear about the rules at the first glance . The funny part is that , when you put you money in no one wants an ID but when they need to give your money an ID is needed . I have been dealing with 5 employees and they were not helping at all . The lady calling the draw told me that I am unpleasant. The storyline here is that I cannot see how unprofessional they are to such an extent they think they owe the casino .this is the 2nd tine I face challenges with the personnel at emperors palace. It looks like wearing an uniform gives them the right to do what they like or feel. Said so, I decided to tear off my gold winners circle card . No more . Very bad experiences and very poor customer interactions so far . Bye bye Cesar