Fica woes and balance tied up.

Long story short I have a green ID book issued in the 90s , hollywoodbets have no issue taking money but now trying to cash out my fica fails apparently due to ID photo and selfie not matching .....despite staff advising in the most uninterested manner that the selfie must be against a wall! Eventually they told me only way is to get a temp ID ..... entire day at home affairs and guess what ....temp can't be used for FICA. So now I have a vaild green ID a new temp ID and still can't get my money out. Staff are unhelpful and rude and cannot give an informed answer. Starting to seem odd. I can take out vegicle finance with my docs but not withdraw from hollywood bets. Apparently nothing can be escalated and the gent who helped me on the service desk is the best there is. Terrible