Where is my Winnings

So I won for the first time in my life a nice amount...R10k. Then I started making plans, I can give my son a decent birthday present. Just for Betway to prove me wrong!!!! I won the money this past sunday/monday morning. I know about the waiting period for the eft, but after 24hrs I had a question, logged on and then I was told the money has been paid, ok so I waited another 24hrs....NOTHING... Logo on..21 questions before you get helped...just to hear there was a technical issue they have escalated my case, ta da wait 48 hrs....question what again, just to find out....ta da. Another 48hrs for the escalation of the escalation....So now my son's birthday is tomorrow and for the FIRST TIME IN MY LIFE. My son is waking up WITHOUT a present. Because I trusted Betway to pay MY winnings out let's be reasonable in 48hrs TOTAL... I don't know who to contact that has an more senior position than the one's answering on the app...Because this is not the way to treat your clients.