FICA self service and email

today(24/Feb/2021) decided to upload my FICA documents as well as send to the fica department via email because i wanted to withdraw. as i read that to get FICA approved it take about 30 minutes, the sms came saying to send a clear copy of ID. it seems the FICA self service is the worse or the entire department, because i received no auto-reply or any acknowledgment from hollywoodbet. my ID copy is PDF and very clear. now i just sent drivers'licence and copy of ID via email. Please assist or i will get another Chanel for my complaint up until i get to the ombud.