ewallet reversala and customer service

I usually don't have problems with Hollywood bets when it comes to withdrawl and deposits however on the 20 & 21 October 2023 I made a ewallet withdrawl at and I recieved an sms. However when I dialled *120*277. is showed at zero balance. I contacted Hollywood and bank however they couldnt assist. I was told by an agent at hollywoodbets to do a reversal as it will be best to get he monet back which I did on the 24 October 2023.- To date I haev called and emailed many many many times but I still dont have my money and no assistance from anyone at all. PLEASE could someone assist as it is the 7 November and I still dont have the money. I contacted Hollywood on Saturday and they advised it has been sent to withdrawl department, they advised there was a problem on that time when I made the withdrawal and it will be resolved. Till now I have not received an sms. Multiple phone calls, multiple emails still no money in my account. Finally got to a point where I asked them just to put that credit back on my hollywoodbets account and they advised they will do so. Customer services really bad at hollywoodbets and one really can assist, I have asked to speak to a team leader which I am waiting for for 5 days now.....