Please unlock my account

I am not happy with Betway customer service, it is so hard to get hold of their agents for assistance all the time.At first I couldn’t get hold to confirm if they had received my fica documents that I submitted days ago, after so many attempts of calling them and texting of their livechat , Betway said my matter was escalated , I should wait 24-48 hours for my account to be unlocked, now 48 hours has long passed and it still says access denied