So disgusted with the poor service and lack of accountability

Title: Betway claims my R2,000 ABSA CashSend was redeemed, but I never received the SMS. Where is my money?

I am extremely frustrated, disappointed and concerned about how Betway has handled my withdrawal.

I requested withdrawals from my Betway account via ABSA CashSend. Betway initially informed me that I would have to wait between 24 and 48 hours for the SMS messages containing my CashSend withdrawal details.

I waited patiently. However, after a full week had passed, I contacted Betway again because I had still not received the outstanding SMS.

To my shock, I was then informed that the R2,000 CashSend withdrawal had already been marked as REDEEMED.

How is this possible when I never received the SMS required to collect the money?

During my live chat conversation, the Betway agent specifically confirmed that the CashSend SMS had only been sent to my cellphone number. However, I never received that SMS.

So my question is simple: WHERE IS MY MONEY, AND WHO REDEEMED IT?

I cannot understand how Betway can claim that my money has been redeemed when I never received the SMS, never received the CashSend details and never collected the outstanding R2,000.

I have spent hours contacting customer support through telephone calls and live chat, waiting for answers and being told to wait another 24 hours.

I eventually received an SMS for R1,000 after following up with Betway, but the outstanding R2,000 remains unresolved.

I demand answers to the following questions:

1. Who redeemed my R2,000 CashSend? 2. On what date and at what time was it redeemed? 3. Where was the money collected? 4. Can Betway provide the actual proof of redemption and transaction ***? 5. Why was I never notified that the money had supposedly been collected? 6. If the SMS was supposedly sent only to my cellphone number, why did I never receive it?

I expect Betway to investigate this matter with ABSA and provide proper documentary evidence of what happened to my money.

I am not willing to accept another generic response telling me to wait 24 hours.

This is my money. I followed the correct withdrawal process, waited patiently and repeatedly contacted customer support. I should not have to fight this hard to find out what happened to my own money.

I want my R2,000 accounted for, a full explanation and an urgent resolution. This matter is unacceptable.