Account verification process a total disgrace

Out of the blue Ithuba (National Lottery) embarked on an account verification process for customers using their application. They blocked customers from accessing their accounts (to play) and despite submitting all the requested information more than a week ago they simply refuse/fail to finalise the process. Totally unhelpful people at the call centre. In fact, the people at the call centre are displaying an astonishing level of arrogance. All enquiries via email also go unanswered. I really hope this arrogant company is soon replaced by a new licensee. They are arrogant and have no respect for their clients.