Hollywood Bets is ****my

I've recently joined Hollywood bets and placed numerous bets only to realise I cannot place bet of my fica documents have not been uploaded : which I shortly did

Then called their helpline on the 9th of Jan 2019 to make an enquiry as to if my account was active and the call agent said no, it was not active as to my proof of address was not acceptable but my identification was okay and should send proof of address on form of a utility bill or bank statement

2. in the couple of days I sent bank statement as proof of address and called again to enquire what my fica status was , also asking the agent whether I can place a bet even if my account is not fica active , the agent said yes , but should I win I can only collect my winnings after I've been fica verified

3. Yesterday on the 1st Feb I called the agent again , to ask about my Fica status , she then Now told me that my proof of address was okay , but my identification was not okay. I then asked if I can place bets even if my status is not active yet , she said i could , only to read on your mobile site that " that you cannot place bets if fica status not active " , so if that's the case why does Hollywood bets take money after placing bets knowing very well that my fica status is not active , and why did those agents lie .

3. I have over 10 bets pending and the results came out two days ago . I called your agents and they said on thier side I have no bets pending. but even today (2 Feb 2019) there are even more pending but the results were out

4 . Hollywood bets there is something fishy going on here ,,and should I not have been able to place bets due fica status I'd like a refund

5. I only got a confirmation email of my bets once, and ever since nothing please rectify that.