I get the impression they are reviewing accounts. This means they want up to date documentation, but it seems their notoriously poor CS is the cause of the problems. If documents received were properly dealt with, most of these problems would not arise. It seems that these customers are getting their accounts locked, and THEN being asked for documents. It should work the other way, a request for documents within a timeframe, with the locked account being a consequence of non-compliance. I was able to get them moving through a few phone calls and an Email or three, but even MY experience was far from smooth. After stressing how "urgently" they wanted to deal with this, they took NINE DAYS to confirm receipt and satisfactory verification of my documents. During that 9 days, I HEARD NOTHING, and was close to chasing them up as the 14 days was nearly up, after which my "account priviliges would be restricted" (which is probably legaleze for a "locked account").
Even though I have passed this time, I have been "assured" that they CAN put me through this again, and again, just as they see fit to "review my account".
There is certainly scope to complain at how badly they have been handling this review process, including what looks like losing sensitive documents, as they seem to be asking for them again after they have already been sent - and they said to me "we are not an online casino"
when I compared their "service" to the "games" that said online casinos play with ID documents when they want to stall payment.