Hollywood refused to assist

Didn't pay my winnings I won a grand prize valued at R15000 at EGT GAME CALLED 5 Dazzling hot the game just glitch out of nowhere I did refreshed the phone than went back to the game the money was not the I contacted Hollywood bets talked to Three different agents they asked me for a ticket number I checked the bets history but the was nothing told and it was the second game which the first one I bought free spins for R100 the game frozed I even sent screen shots to prove they said I will be assisted after four hours till now it's over 10 hours no assistance was provided.