Really Really disappointed

I have recently self excluded myself from betway simply because of my huge losses,but what really hurt me was the fact that I couldn't get any assistance from them, I was playing as usual on a weekend, loaded R1000 and was winning big, my wins amounted to around R7500 which was not added to my available balance, I immediately got onto the chat system with the agents and was told that I can't be helped because I didn't take a screen shot, I couldn't do that simply because the game kept on saying game stat is incorrect and shortly their website went offline, I can't get over this lose because I feel that I won the money fairly and did try to get assistance immediately. But to no avail I lost initial deposit of R1000 and my win sadly 😞 ,I even tried to fight for my win on the day of my self exclusion but I was told that I couldn't be helped.