Pathetic service from hollywoodbets FICA

I have sent countless emails..received no concrete response except that my fica particulars are being reviewed..i have come to believe that it will remain permanently so..i have done self service twice..received a similar message..called in....the call terminated..intentionally or not it is hard not to believe otherwise...HOW COMPLICATED CAN THE FICA PROCESS BE...I'VE SENT MY ID COPY AND PROOF OF RESIDENCE..