FICA DEPARTMENT IN NEED FEEDBACK!!!!!

I am tired of the service Hollywood Bets is giving, I have uploaded my Fica documents, I get an sms that tells me that the docs have been received, I then got an sms to day I must resent ID to the Fica email, which I did, now they are quiet, no feedback and I have been wanting to withdraw my winnings since last week, Its like when you have a credit they ignore you. I have used online chat but that's useless as all I am told is that my query is being escalated, who is it being escalated to>>> I want the email of that person. I need urgent assistance PLEASE!!!