Withdrawal and verification of account. Poor service provided

I was hacked in December funds where withdrawn. Betway did not reimburse me. Said I must log a case, stated the found suspicious activity on my account. Can't provide me with the cell number that the amount was sent as I received the sms. Said my account will be soft blocked, will be able to reactive in Jan 2026. Would have to change my password and contact them to reactive my account. I contacted them last week to inform them I can't withdraw Said they would log a case. Contacted on Monday again said I must call back on Thursday called today and sent an email which was read *** and *** said should call again on Monday. Can't take 5 workings days to verify an account to do a withdrawl yet it is indicated it will take 12 - 72 hours when speaking to a agent.