Capitec Bank - Horrible Service

Playing lotto on Capitec app charges increased from R1. 50 to R2. Capitec Bank takes up to 5 day to pay out small amounts under R200. Where as other banks do the payment immediately. I play regularly on the app, when I queried this matter at Capitec bank, firstly the branch manager had no clue of how the lotto works. Then the blamed it on an outsourced company that's not doing what they surpose to do. How does this work if we paying an addition amount for a service and payouts keep being delayed. Horrible service from Capitec Bank