Hollywood bet disappointed

I am a regular on the Hollywood bets website. A few weeks ago I played and I got free spins as it was spinning it just froze so I came out the game a few times and went back into the game and it kept freezing at the same place so I called the helpline and the guy sent me 2 links and also asked me to clear my history browser which I done and restarted my phone which didn't work so I called back another lady answered then she cut the call. Then I spoke to Thabiso who asked me to email him the screenshot which I done till today no response from him, I called again and spoke to mpokel she promised to call me back eventually after a few emails she called me back and asked me to do the same thing the first guy made me do which again didn't work. I emailed her and to date no response. I then called back and spoke to Nqobile same story. This didn't happen once, it happened twice and I have gotten no feedback from Hollywood. I am playing and I got the free spins let's me enjoy it, don't take that away from me. Then u don't have the decency to compensate me for the funds I lost out on? It's wrong I'm very upset.