Disappeared credit

I don't know if Hollywoodbet is getting hecked sometimes. Everytime when I deposit money it just don't register on my account. Yesterday around 21:07 21 December 22, I had the balance of R33 and I deposited R260 to top up. It was like magic, that R33 disappeared and R260 was not credited at all. I tried to chat with them, it was jus a waist of time and energy. They told me to expect their response in 17:07 which turned to an hour and few minutes. I turned off the laptop because I felt like we are taken for granted. There was no response. Then I tried this morning. They asked me to write my full name, ID number and cellular numbers. Which I did and follow up by the bank name. While I'm still waiting for their response. They asked for the proof of payment. Honestly what for because the whole information is right in front of them. Why do we have to struggle to get credit all the time. It's jus that I avoid going out this days. It's way too dangerous out there. I was gonna go straight to the casino. I thought it was a great idea when I signed up for Hollywoodbet because I will be safe and sound at home. Unfortunately more stressed than being at the casino.