EFT deposit

I am not happy with Hollywoodbets customer service, earlier today I mistakenly deposited money and forgot to quote the correct reference, I sent an email to get assistance until now my query has not been resolved. Instead they keep replying to my email asking for different information everytime instead of sending a long list of all necessary information they need. This process is so frustrating because it now feels like they are performing a trial and error in an attempt to resolve my issue. All I need is the money to be allocated to my Hollywoodbets account simple and I have provided them with the proof of payment, now they are asking for my bank statement. What does it have to do with my query when the POP has all the necessary information