*** Removed My Account Balance and Has Not Explained Why

I have been trying to resolve a serious account dispute with *** since 14 September 2026. My account had previously been temporarily closed. When it was eventually reopened, my historical account information was no longer visible and the balance, which I estimate had been between R5,000 and R8,000, had been reduced to zero. *** subsequently told me that my account had been "erroneously credited" and that the funds were therefore removed. I have repeatedly asked them to substantiate this by providing a complete account ledger, identifying the specific credits they claim were erroneous, and showing exactly how my balance was reconciled to zero. Despite numerous emails and telephone calls, I have still received no substantive response. I called their support line again today, 22 September, at 11:31 and was specifically told that I would receive feedback "imminently". Several hours later, I have still received nothing. My concern is no longer only about the amount involved. It is the fact that funds were removed from my account, my previous account history is no longer visible, and *** has so far failed to provide the underlying records or a proper explanation despite repeated requests. I have now escalated the matter to the relevant gambling regulator and provided them with the supporting documentation. I would still prefer *** to resolve this directly. I am simply asking for a senior representative to provide a substantive written response, the complete account ledger and a transparent reconciliation of what happened to my account balance.