Incompleted withdrawal

On the 4th of August 2020 i placed a bet online, i won and made an ewallet withdrawal from my bet account, it showed that the transaction is completed but i didn't get the confirmation message to access the funds at the ATM, i have been phoning their support team for assistance to know avail, so far i have spoken to close to 7 consultants they keep on telling me that my query is being escalated to the relevant department, up to so far nothing because i didnt get the money i won, they just push me back and forth, but no one is helping me to get the funds from my winnings.