Betway bad service and *********** agents

I made a withdrawal reversal on the 26th of June 2024 and was told that it would take 7 working days. Now I enquire, I was told it is sent for follow up. Than today am being told that I must another 7 days and that I was supposed to provide proof that they will charge a fee for the reversal.. The only problem is that I had done everything right now my money is not reversed and the consultants close chats without helping us fully