Bad experience with Betway

I deposited money onto the Betway app and now when I want to log in again the app is inactive, I called Betway and didn’t get any assistance . The agent did not seem any keen to assist me. He accused me of sharing the account with other people and that I have logged multiple times . I explained to the agent that I no longer use my old number and he was telling me that I should check for a SIM card how can I do that while I have already explained that I’m using a new number . I just want my money back , Betway can keep their useless app