Betway scratch game not fair

If I could give a minus review I definitely would. 2 weeks in a row I have played the scratch game and both weeks according to the rules I'm a winner however Betway always wants the customer to be a looser. On the 14th of November I matched 5 tokens instead of the 3 tokens and I have attached a screenshot so that Betway can pay me and 8 days later I have no feedback. I won't be asking for a payout if I don't have evidence that Betway has to pay me. Why run a game if it has flaws. Customers spend alot of money on these betting sites who don't care about customers and only profit making. This Friday the 21st I had 3 cash tokens on the middle line as per the new rules from last week I still as a customer must suffer the bad treatment from Betway. Betway catch a wake up remember without customers your company won't survive. Gambling is a billion rand industry don't short change the customer.