Deposits not appearing

Hi im regular gambler at hollywoodbets but im really not happy with the deposit and help desk dept, twice now when ive deposited funds using the peach payment option via credit card the deposit did not reflect due to a technical error then when i email i get told i must send a proof of payment in pdf format, now i bank with standard bank and for a online card purchase there is now proof of payment ive sent screenshots of the msg from the bank, my bank statement and my account on hollywoodbets to prove the payment has been done and has not reflected i cannot do more than that, so is my money now just gone or what do i do? Also it takes forever just to get a reply on mail from you guys, im eager to hear back from you