Holding my money using fica as excuse

This online casino seems to be a joke and the consultants that work here are really unhelpful they reply like an automated bot asking you to do the same thing over and over which does not work.

I cannot make a withdrawal on my account due to the automated fica process being unable to match my current face picture to my I.D picture. Of course my face at the age of 51 will not look like my I.D picture taken when I was 18. The staff seem unable to understand this issue and still tell me to do the same automated process which just keeps failing saying partial match.

I called in and was advised to send my face picture and a picture of my I.D and another picture of my face with my I.D held below my chin so they can verify my fica. After sending the information they emailed me again telling me to do the automated process... I can't believe how stupid responses like this are being sent when it does not work.

So what was the reason of me sending all of the pictures that were requested if they were just going to tell me to do the automated way that does not work?

They have now said I must go into a branch which is in another province from me and provided no other resolution.

They are now holding my money *******y using fica as an excuse despite me providing all of the requested pictures.

I will now have to log a complaint with the gambling board as my money is stuck on this platform. And I have all the correspondence to provide.

This feels like a joke not like a casino.