FICA double standards and terrible staff / service

Saga continues with no escalation. Green ID was not accepted hollywood bets system makes no provision for biological age related changes rendering my ID book unless.....note though FICA does not apply to them you may deposit as much as you like. Was advised a temp would work which is now only for one withdrawal yet legislation deems temp a valid ID form. I want my money out you advised me to get a temp and now your people are saying my green ID is invalid. How can you accept my money accept my temp cash out then suddenly nope not FICA'd yet. I want this escalated and I want my money please dont let your call centre agents call me they are rude and repeat themselves over and over.you advised me to get a temp ID also have a green ID book.