Problem withdrawing Winnings

i won some money recently on the Ithuba's National Lottery App. when I tried to withdraw, the app informed me that the documents i provided for my account were not yet approved. i tried the via ATM approach twice and still no pin was sent out to me since 30 April 2020. I understand there could be a 72 hour period to verify documents and allocate funds but still, no communication was made in regards to that. i sent them a message on the app but no reply till this day. If Depositing money on the app simple and easy, why are they complicating the whole process to withdraw? Regardless of everything, the app is cool, the UX and UI of it is awesome just the withdrawing of funds is a night.