I transferered BANCA tokens to HITBTC to sell, got around 7 ether out of it. Then tried to withdraw which didn't work. Created ticket and they asked for KYC/AML. Provided all documents but they keep coming back with this message

"Could you please describe all process of receiving BANCA funds? We kindly ask you to provide us with full-display screenshots of each step of your report."

What the hell does that mean? Process of receiving BANCA funds?