Withdrawal and Fica

I have registered with Hollywood a month ago and done everything that were needed there even sent Fica documents same day and also received sms that Fica documents have been received.I have been betting with no problems at all. However now when I want to withdraw my winnings and tells me that I'm outstanding Fica documents, I resend documents via email and when I upload them it tells me that documents already uploaded. I just wanna find out that what is the problem now for them to pay my money out as when I load vouchers i don't get the problem it takes my money without talking about Fica documents but when I want to withdraw it talks about Fica documents. Now because it doesn't allow me to re upload documents and I'm not getting any help what is the way forward. I want to withdraw from my account please can somebody there help with this messed up system of theirs. Or should this matter need to be escalated to gambling board as this is now a trick not ro payout winnings for customers. PLEASE ASSIST I NEED TO WITHDRAW MY MONEY.