They are taking me from pillar to post, when i request a withdrawal

on the 17.09.17 I requested a withdrawal, I send through a copy of my i.d which was not certified and an E-stamped atm bank statement, I was told only after I called numerous times that I must email a certified I.d copy which I did, but still nothing happened, I called again and they said they do not need an atm bank statement but a consultant printed statement which has an actual stamp, and I was surprised as to why I was not told this from the onset, and this is not even specified on the withdrawal requirements on the company's website. Well on the 10.10.2017 which was yesterday, I requested another withdrawal, emailed through all the requirements but as per my first experience a certain Kagiso Mokgahla said I must send a Proof of payment "I don't even know where on earth what he/she meant by this" and a bank stamped statement(stamped by a consultant inside the bank), "I wonder which statement she/he is referring to since I have send this yesterday with my request". I understand all the T's and C's and I don't have a problem adhering to them, but what really gets to me is the run around I"m given when I request the money I won from my own deposits, guys this is not on really.