Hollywood....No payout after winning

Good Day, I won a large amount of money on Spina Zonke on the 27/29th of January and did numerous cash deposits of which I received 1 cash send from Absa of R3000. I have R9000 outstanding which has just vanished. I have phoned Hollywood, gone into the branch, emailed and done live chats that I have had no response to 8 hours later so I don't know how live that is. I am getting extremely frustrated as it is almost 2 weeks now with no answers and no one to help. All I want is the money that I won...otherwise why belong to a company like Hollywood?