Day light ****

Hello I bet on aviator on the 18/12/2021 around 1pm and there was network issue . The time I logged out all my money was gone I checked on my recent bets statement it was showing as pending bets meaning I didn't lose nor win it was just debited. I called Hollywood agent who was brave enough to tell me that that R350 showing as pending is their money now mine I fail to understand how come it's their money while my bets didn't go through and I am not the only one who lost on that time. HOLLYWOOD PLEASE MAKE ME UNDERSTAND THIS.