Despicable customer service so dissapointed

I made a withdrawal on Monday the 2nd of June. Tuesday it was still not processed. Tried reversing it then changing my account details and contacted betway. Thabang told me that the money was returned and I should change my password. I changed my password as requested then updated him that I did that. He said he's escalating for payment I will receive my funds within 24 hours. 48 hours later I still didn't receive my funds so I contacted betway again. Portia told me that the payment failed to my bank account I asked how she was unable to explain how and I said it's impossible because I have been receiving payments into my account without trouble. She said she's escalating it again I should give them 24 hours to do a review but I should receive my payment. 72 hours later I still haven't received my money. I contacted them again today and some agent advised that I change my password again as that's what they're waiting for I advised that I already did so on Tuesday but still haven't received my money, then Herbert responded and told me that my account had a hand over and there's still no feedback from their security team to do "verification".. I don't understand how different agents working with the same system and same processes have different stories??? Is it so difficult to pick up a phone and contact the clients bank to do a verification to ensure the account belongs to the client as per fica documents?? On top of that there's no guarantee that the verification will be completed today and that I will get my money. It's been a week of them not doing their jobs. I have to continuously contact them to do their jobs in the meantime they don't follow up internally when escalating issues. There's absolutely no sense of urgency and no sense of accountability when it comes to doing their jobs what the hell??? To top it off they didn't compelete their review process after last year when someone tried to hack my account. I sent my fica documents to betway and got my account back so they are holding me up now because they didn't do their jobs properly last year and nobody on their side is taking accountability to ensure that this issue is resolved.. This is ****ing ridiculous given that it says a withdrawal takes 24 hours????????