Eft payment to account that is not mine

Hello Peter

Last night someone withdrew money from my Hollywood bets account. The money 600 was paid to a Capitec account which does not belong to me. I was told by one of the agents that someone changed the bank details. My question I never received the notice to send my fica document that proves that's my account so why did they approve that payment? When I ask them this question they don't answer me. I asked them to reverse the payment they also don't want to. How can we trust them when they just allow such things to happen. I'm very disappointed and they don't even want to help me properly.