bad customer service

I have trying to get some help/info from hollywood bets coz I was not happy with my bet I placed so I tried the live chat the 1st time I waited about 20 minutes then tried the email platform but waited & no reply was received then I went back to the chatbot and was told average waiting time is 22 minutes 48 seconds so I waited 47 minutes no consultant came online the phone line makes u wait with recording over & over again now this is a problem coz I got 1 question if there is 16 or more runners in a horse race place pays 4 places I took a bet & my horse ran 4th with 16 runners but they said losing bet now how is that possible coz 16 runners pays 4th place