Incorrect payout

I had won a bet on 11/04/2025 which was supposed to have paid out +-R3700 and was only paid R1685. I have been trying to get an answer since Friday and had not received any feedback with me making numerous calls to query this issue. Today when I call for feedback I was told because of a betting limit I was paid that amount which does not make sense because I had won more than that on numerous occasions. Hollywood bets has mad alot of money of it's patrons so they need to treat Thier customers fairly and not cheat them