Error "Sorry, but we need more information. Please contact Customer Service for assistance."

[STARSsoft]

I am a freelancer from Kazakhstan. I want to withdraw money to a Visa card, but the system tells me "Sorry, but we need more information. Please contact Customer Service for assistance." 
What information do you need?  

Before that, I was withdrawing money to my other card without any problems. But that card was lost and I added a new card. Once I already wrote to the support service, but did not receive a response. Today I tried to call the Support Service phone. But since I do not speak English well, I did not understand anything and could not say anything.

Please help me.😭

P.S. I am writing with the help of Google translator.

[STARSsoft · Accepted solution]

The problem is resolved. I tied another Visa card. Confirmed the card. Money withdrawn.