Unable to withdraw

Hello,first I’d like to compliment pocket option for their straightforward tutorials easy step by step instructions.I deposited money into my pocket account via bank transfer,I traded made some profit,then I withdrew via bank transfer,trouble started when I topped up my pocket account using a Vitual Card,when I try to withdraw money they said they need to verify the card I must send the front and back of my card with the cvv covered, tried to explain that a Virtual Card is not a physical card that you can take photos and it doesn’t have a signature,I tap with my phone when making payments.they don’t seem to know or understand what a Virtual card is.since then I’m unable to withdraw because they want the photos of the card.what’s surprising is that at first I used bank transfer but now they are reluctant to pay via bank transfer.