Invalid voucher

I bought 2 vouchers at Spar on the 20th November2023. I loaded one but the other reflected invalid voucher. I consulted Hollywoodbets for assistance. They have acknowledged the mistake and promised to attend to it within few minutes. Thereafter,they requested the picture of the voucher in question and promised to attend to it within 48 hours. So far,nothing was done up to the 3rd December. I am preparing documents to escalate the matter with the gambling board for intervention.