Hollywoodbets refund

I have won R400 on the 12/11 the acc no and pin was incorrect that they have send me. Everytime I phone in I have to wait 24 to 48 hours. I did recieved a email that says they have send it to me but did not recieved anything. I think it is very poor service and see the communicators as lies. Last week I also report it to hellopeter and hollywoodbets did comeback to me that said they have give it through to the correct department. At this time nobody phoned me. I want them to see the urgency to this query and phone me to say what is going to happen. If I want to speak to a supervisor when they put me through I am cutting off. I want to see that hollywood see the urgency and I am not prepaired to wait another 48 hours