Hollywoodbets promised that I will get my winnings in September but im still waiting two months later

I made a withdrawal on the 6th of September 2022 and I still haven't received the funds. Whenever I message the helpline the same person Sanelisiwe Diko was allegedly helping me. When messaged today Sanelisiwe Diko started the chat then immediately ended the chat, this is after I have been waiting between 30 min to 1 hour to speak to a representative of hollywoodbets. I was promised first that it will be processed then I was told that FnB that has to respond then when I messaged again I was told to wait between 7 working days and that it will cost R60 and I was fine with that. In October I messaged and Sanelisiwe Diko confirmed that it was her that helped me and that she will escalate this to her manager. Today is the 12 Nov and I still no withdrawal..I would like someone who is trained and competent to handle this issue. I have all the emails as proof of the messages and I have the screenshot of the work avoidance by Sanelisiwe Diko.