Waiting for 8 hours on payout

Hi.Ive withdraw R500 today at 11:22 with standard bank.I chat 3 times today with consultants at goldrush about my payout all they say it's been escalated and they requested for a conformation sms wich im still waiting on.I had the same problem early this year and was told that I played the money wich I never played.This is now the second time that I've been waiting for almost 8 hours for a payout Normally I only wait for the longest about 5 minutes then I get my confirmation sms.