BacksBuddy delaying payout

Our granddaughter had a BackaBuddy South Africa account set up last year to go to Italy for the world kickboxing in Jesolo Italy . We went with her where she competed. This was in September 21 2022. We expected BacksBuddy to pay out but every time they need something else. There were enough info that she competed but still they have one excuse and request after another! 15 months and counting.