deceased account holder

around 10th of October I filed a claim because my son had passed away I was asked for 7 documents to transfer funds from his hollywoodbets account I went to Hollywood bets Springfield KZN where I did this whole process and was told it would pay out in 24 to 48hrs case number ***8 its been 2 weeks no feedback only to call back and be told the documents are not certified knowing very well that all the documents sent have been certified the staff i speak to over the phone are clueless and after spending 40 minutes then they confirmed that I am right the documents are certified and all in order so apparently the department dealing with the matter doesn't know what a certified document looks like. I've had the worst experience and no one calls back i have been given a new case number # ***1 you guys are really draining i have done all you guys have asked for only to find out no one at hollywoodbets knows how to deal with this case what a waste of time and money