Bad customer service

On Friday night I bought a bonus buy of r100 on Sugartime and just after I bought it the game gave me a error message and game close. When I went back into the game my R100 was gone and No bonus games. When I check the game history it doesnt so that I was even in the game. Before I even went into that game I tried to withdraw my money and the whole time gives me error messages. I chat with a consultant got reference number. I check in on Sunday, the consultant told me I had to wait 48hours, but they saying 24-48hours. I checked in today again with is more that 72hours the consultant told me had to wait another 24hours and I feel the service I got from you guys are so bad. We spend so much money on hollywoodbets and when stuff like this happen no one want to help you. I just need my R100 back. The customer service is 0 out of 10.