Fica Documents unprocessed,no EFT withdrawal option ,lack of communication..

I won large sum of money on the first but couldn't withdraw and upload my FICA documents,I sent them via email and I was told to send a clear picture which I did.I didn't get any response after that I kept on trying to withdraw and was unsuccessful.

Later on that night I went to their site to try withdraw and upload my FICA onsite but I couldn't.To my surprise I was unable to withdraw my large winnings but as soon as I was left with a small amount of money in my account the EFT withdrawal option was open and the option to upload was there.I played out of anxiety but as soon as the winnings and my money was gone their system was functional.

I couldn't withdraw my winnings yet I had access to play.I feel sabotaged and ****med.They know how addictive gambling can get hence we withdraw immediately after winning to avoid playing the money back.

I think the malfunctioning system was a bait for make me lose my money.Can you please attend to my case as I was already in communication with a lady who seemed eager to help but she told me that she's not promising anything and hasn't gotten feedback.

I can't sleep over this,I'm not okay my anxiety levels are going up.My mental health has been compromised

Please Help