TERRIBLE SERVICE!!!

#*** Good day, I am requesting a refund of the R500 deposit made to my Betway account. I opened the account on the 29th April and successfully deposited the funds. Immediately afterwards when trying to make use of the platform , my account was locked and i was advised to contact your team. After struggling to get assistance (Phoning, email, Inbox via Facebook and live chat), I eventually managed to speak to a consultant on the 30th April after being on hold for almost 30 minutes. The consultant advised me that my newly created account has been blocked/terminated due to multiple accounts allegedly being created from my device (laptop). I needed to send a request to ***, which i did and no response was received. I again sent an email to *** who responded with the above reference number on the 11th May that "email channel is not actively monitored". As I am unable to access or use the account, I expect the R500 deposit to be refunded to my account immediately. This situation has caused significant inconvenience and frustration with extra loss of funds due to repeated phone calls being dropped after 30 to 40 minutes. Please find attached proof of payment together with a screenshot of the transaction for your reference. I would appreciate your urgent assistance in this matter please.