Unhappy Customer

Game store kollonade

I went to redeem birthday voucher. Yesterday they told me I have to submit my ID copy and I gave them then they kept it. And then they call me after two hours

Today I went to redeem a new voucher they requested an email confirmation which I didn't receive it.. Is it how it works? Or am just deceived by the supervisor who has attitude and doesn't want to explain in details

My contact details ***