Take a lot vouchers

I bought a voucher today. The money has gone off my bank account. They are now refusing to release my vouchers as they say my profile is high risk they asked for a copy of my ID that was provided now they have requested I send them the full card number on my credit card. With all the *****. Why did they take the money off my account if I'm so high risk. I have begged and pleaded but they are just refusing to release my vouchers. I bought the voucher for a lady as a going away gift they spoiled the day guys please don't buy vouchers from them what a terrible experience it's been and it has also put me in a bad light with management at work.