Hollywoodbet

I paid a substantial amount into my husband's hollywoodbet account in November 2023 already and made a human error with the reference number and we have been trying and struggling since then to get the money allocated/returned and every time we get told it'll take 24 to 48 hours after sending POP affidavit IDs everything still there is no resolution to the problem just stories about having problems with deposits.Does this not constitute as theft. Its definitely *****.