Lotto & Powerball winnings

At first I thought that Absa's initiative to purchase Lotto or Powerball tickets via their app was a excellent idea, now I am not so sure. I bought tickets and the money wasn't paid into my account. I've phoned the number they suggest I phone, the consultant told me I must phone Ithuba to get my money, Ithuba send me an email and confirm that Absa is responsible. I've send Absa an email, got a reference back, thats the last I heard from them. I tried phoning Absa, they send me all over the place, a consultant promised to escalate the matter....nothing. I mean it is not a lot of money but still, if Absa keep R5.00 from each customer, they can make quite a lot of money. I've send them screeen shots from my ticket on the web. My payment is R238.00 that still needs to be paid to me. I seems that if you buy two tickets, like I did this past Friday, I had 2 powerball numbers in each, only one paid out. Is this the norm? Its only R5.0 but still....