Hollywoodbets stage time out they don't pay clients aviator no account history where's our winnings?

So i played the aviator game on the 9th and my winnings were not paid out i put in R100 bet and cashed out at 25 yet the plane flew way higher than 25 when i cashed out it said stage time out

I sent an email on the 10th which is 12 days ago and until now this hasn't been resolved

They called me after 10 days and asked me to give them a ticket number

After checking my history i can't find any bets for the 9th. Until now Hollywoods hasn't sorted this query out I've emailed management and still nothing

I don't understand why they do this to their loyal customers

Proof was sent of the ticket from aviator also screenshots of other players facing the same challenge and complaints and still i haven't been paid out