Widrawal and FICA

I am not happy at all about the treatment especially considering that I have been an active client since 2020 October, all along my account was perfect , I was beting loosing, winning and widrawing, until last week things changed I had winnings of big amount, now suddenly my option of widrawing is disabled, they requested proof deposit and FICA documents, I have provided them since last week Thursday with the required documents, now there's no reply my account remain inactive , I can't place bets I can't widraw, I keep calling to follow up they just say the did check with the accounts department they also don't know when are they gona fix my account, its heart breaking especially when you have big money in your account and there's no feedback nothing, you are just wondering alone if ever you will get your money.