Bad customer service

I am not happy with the customer service and how carelessly they treated me as a customer , I am using a mobile site and I have an account with them.I bet on horses during the Durban July this year, I then uploaded Fica documents so I can withdraw money from my account.I should say that it was easy for me to deposit money in to their site /app but until today I have made several attempts to withdraw money but that is without success.I uploaded Fica documents , sent emails to get assistance but Holywood bets only rep**** me after 5 weeks with an apology and telling me that I should attempt to upload docs again, I did that but up till today I am still unsuccessful in that regard. I took an initiative to go to one of the branches at West street Durban/Dr Pixley KaSeme street only to meet a very rude male consultant who speaks to customers like school children, I still left the branch without help. I tried loading my Fica documents on the app and up until today that is a wasted effort. I really am not happy with how they dealt with my case .That is absolutely careless.