Pathetic service

I have been uploading my FICA documents numerous times but I received no sms for approval, I have asked one of the Hollywoodbets agents, she said she will upload them for me on Saturday till today no approval, I have sent an email to the FICA email but it was not delivered looks like it's not working, why you are doing this to us, I have been trying to withdraw my winnings but it keeps saying "outstanding FICA documents"