Paid in cash, no receipt!

I use Bolt in general & never had any bad experience, until this last Monday. I had to take a ride with them due to logistical reasons (I am a tour guide). The drive cost me R210 & I even tipped the driver a fat tip. As I have to claim the money back, I was waiting for my receipt. It never came. I contacted Bolt & they informed me the driver closed the ride as "not paid", which means they cannot issue me with a receipt. And then they told me to contact the driver directly!! I used Bolt's app, ie I have a contract with Bolt. It is their duty to investigate and assist me, their customer. I doubt that I will ever use them again...