Money went missing from my account

On the 10th of October I had attempted to make a withdrawal of R1400 from my account via instant money but failed because the money i attempted to withdraw according to hollywoodbets had went missing, they told me they have no history of me withdrawing 1400 when I spoke to them on the phone. It has been 7 days now, when I speak to them on their website they just tell me the query has been escalated to relevant department. This has taken a toll on me and the family as I was planning to use the money to buy groceries and petrol. Now I have been missing work and we been hungry for a week now. Hollywoodbets customer service is bad