I need refund for my money

I deposited R4000 in my Hollywood account on 15th this month and play aviator i wont R1200 then when my balance was R5200 I tried to place a bet as usual and be supriced when R5000 just missing in my account and left with R200 since I phone then and email them no feedback just been told my issue is been escalated..since no refund and I am worried please help.