Withdrawing my money is a mission impossible

Hollywoodbets has been playing me like a tennis ball when trying to withdraw money from my account, i won 25000 and i've been struggling to withdraw the money using the eft method. Each time i get an SMS messages i'm hopefully that finally money has been transferred into my bank account only to find its another SMS saying withdrawal declined reason being i didn't send FICA documents even thought i did not once, another reason is withdrawal declined reason being withdrawal against deposit and this is the first time i've won anything since registering with Hollywoodbets a couple of years ago. When i call the withdrawal department i can't get through to them or when i finally do i get told they can't hear me as the line on my end is bad then they cut me off they also never reply to emails it is absolutely frustrating trying to get through to Hollywoodbets. Can the management of the company do something this is totally unacceptable.