Airtel — regarding airtel money

I have loaded money into my airtel money wallet. But when i am trying to use that money for bill payment, it is saying debit from this account has been disabled. When i called customer care they are telling that i have to send the photocopy of my pan card and aadhar card and they then they will allow me to use that money. Now my concern is that at the time of loading money thay are not asking for those details and once the money is loaded thaey are asking this. Why this types of rules are there? Do they think we dont have any value for our money? If this is a rule then they should ask for the photocopy at the time of loading money also.