ABSA not paying Lotto winnings

On the 30th April I played Lotto through the ABSA App. I have close to R5000 winning that have not been paid to me by ABSA yet. I have phoned ABSA multiple times and each time I get a different answer as to why I have not received my winnings. I then logged a complaint on 6th May with the ABSA complaints department and got a case number. I was told I would have feedback in 2 to 3 days. When I phoned the complaints department today I was told it takes longer than this. No one is able to give me an answer on why I have not received my winnings. I am at the point of going to the police and opening a case against ABSA for *****. I am very upset that is the way a winner has to struggle to get their winnings.