Indefinite account review period

I have been locked out of my account for a month now and have sent all the Fica documents as required .However up to now my account is locked and I keep receiving messages from Betway saying welcome,But when I try to login I it blocks me. Was told account was under review since the account was hacked before being blocked up to now its still locked. Have contacted the call center many time and told to wait but its been long now I want my account back and money .I think its really not fair for loyal customers to be treated like this for your account to go on a review for more than a month without knowing way forward .