Issues with my Account

Hi I have been having a bad experience with betway regarding my withdrawals, I had an account with a number that my cell phone provider cancelled without my authorization and was charged a cancelation fee which is fine. The issue is with Betway I was told I need to register a new account using a different number ever since then I've been having issues. I sent them documents now they saying I need to send a number change letter which I don't have as my number was cancelled without my authorization I sent them the statement showing that from my cell phone provider they keep giving me the run around.