Terrible pathetic service from Gold Reef City Casino Hotel

Currently having the worst experience with Gold Reef City Casino Hotel. We have booked 2 rooms well in advance and was asked to make payment upfront. I have paid for both reservations in full and have even received confirmation via email that the funds were allocated. Now when we have reached the hotel, from Durban, we are being told that they cannot find the payments on their side. Is this how Gold Reef City conducts business?