Very bad experience

I have made a widrawal with FNB eWallet and couldn't get my funds as I'm told this is simple because I'm a passport holder, I have requested the funds to be reversed back to my account so I can use alternatives, till now no funds reversed I have taken the matter to the SA gambling board as on why are we not made aware of this issue on the withdrawal platform. I have yet again made a call direct and honestly a gentleman by the name Travor has been so professional and helpful. However I still haven't got my funds. Very inconvenienced