Looks are very deceiving

Opposite experiences for withdraw vs deposit. When depositing, all smiles When withdrawing, onerous KYC that's out of line with industry. And on top of that, taking their sweet time to resolve the issue. How about picking up the phone people? What about a simple email that asks the right questions? Why the stupid paperwork? And you know what - why can't you have a process pre-withdrawal/pre-deposit that asks for the necessary paperwork?