Disappointed in Hollywood bets service

Hi I am very disappointed at the customer service I have received from Hollywood bets I have been wasting so much of airtime calling the call centre with no joy I have done a cash send withdrawal on Tuesday the 10 January and up till today I have not received a voucher or even the pin as it was a standard instant money, normally the cash send voucher comes through instantly. I have also chatted to them via the app with no joy. The agents response was the money is stuck at bank , imagine a R200 amount stuck at bank? Their service is absolutely pathetic and poor? Not willing to assist customer, have been waiting almost an hour today for an agent to answer my texts via Hollywood I’m disappointed in the service I have received, absolutely disappointing and unfair to customers😞