Banking app Lotto unpaid winnings

Please Fnb can you tell me why you guys don't want to pay my Lotto winnings out ...I have purchased a lotto plus ticket on the Fnb app 2 weeks ago and still not paid out , no notifications,no SMS nothing to notify me of my winnings. Lucky enough I checked my numbers against the draw numbers and I don't normally do that as I play from my app and just rely on Fnb to notify me,but lucky enough I did check my ticket and did see my winnings but no response from Fnb...I have been playing lotto for years now on my Fnb app and blindly relying on Fnb for feedback ...which makes me question my previous lotto purchases against winning numbers which Fnb has not notified me about...I am tiered of calling the call center as they are of no assistance ...I have called national lottery and they insist that it is an Fnb problem that I have not been paid out for my winnings and Fnb should deal with it...Please FNB Assist!