Good service, poor results

I enjoyed great service from Keanu, the operator and I was hoping that would be the end of it. But I have an unresolved query for 2 weeks now, and I keep following up,but with no success. Each time I am told to give it 48 hrs, but nothing materializes. No one has even tried to reach out to me, I am always the one that has to follow up. My case has been escalated several times, but each time I follow up, I have to explain myself over and over again. 3 days ago I was told that the technical department will resolve it and I will receive an SMS, but I'm still waiting. I recharged my account 2 days ago and there was no technical issues, so it really makes me wonder. I had great experiences with betway in the past, win or lose, but now we might have to reconsider. I am really disappointed