No assistance with withdrawal of my own money

I have been trying for the past few days to withdraw my money from Betway however, they are just not assisting. I sent my statement as requested about 3 or 4 times to FICA and to the support email addresses and still nothing. I even chatted to someone and he told me that he has recieved my documents and that he has sent it to the banking team. That was a few days ago but still nothing. I am getting frustrated because i really need that money even though it's not much