Bad Service and inconvenient Internet system, *********** staff

I made a Internet deposit at Hollywoodbets but it didn't appear on my account, I consulted them and they requested a proof of payment, after providing them with the proof they say I must still wait for their systems to update after 2 working days. My question is- why did they requested that Proof of Payment, what was it for, if its not going to help what was the reason to request it, who is going to pay for the bank charges to request that proof of payment. Last week I was helped without this proof of payment and it was just a minutes after reporting the incident, now I must wait for 2 days even though I supp**** them with the required documents