HOLLYWOOD BETS-FUNDS NOT RETURNED BEEN DAYS

I made a deposit into one of hollywood bets FNb account on the 30th of September, the money did not reflect, I called the call center and was told I was required to send through POP, I had informed the consultant that the capitec app is not giving me an option to send those payments, but I can' provide my bank statement where it does reflect the payment of R50, the consultant advised me that they do not accept bank statements it must be a POP from the app,

There has not been a single attempt to dig deeper to ensure my funds are located and returned....Is this the new way of showing compassion and assisting a client? Once funds are gone customer services play a deaf hear, ignore you???

I would like to be contacted regarding this issues listed .