Extremely Frustrating

I have been on Betway for a couple of years now. With COVID and the traditional casino closed, Betway was a chosen one. But the service at Betway especially at night is appalling. It took me 15 minutes of waiting time for a live agent to pick up my chat, no one did. Eventually I called and the matter was escalated to the manager Comfort. Let me tell you, Betway is open 24/7 but the managers on night shift cannot do anything in terms of resolving issues, answering questions, giving me feedback or authorizing my cash back. So then what's the point of a 24/7 online casino. I might as well go the the physical casino and I know for sure that a manger will be able to assist within minutes. I feel Betway doesn't care about their customers, or perhaps my hundred thousand rand a month I deposit into the account is not good enough for my issues to be looked at and resolved. I also asked for the escalation process at Betway, and Comfort just said I need to wait for a relationship manager to contact me in the morning. I then asked for the CEO name so maybe I can communicate directly...but apparently giving out the CEO name is also against the company policy. Absolutely no help from Betway staff at night....then you might as well close your doors and shut business till the morning too.