My money is gone

So 21 September 2022, I withdraw money from hollywoodbets to ewallet. That morning my phone breaks and I need to get a new phone, with a new sim. I request a change of cellphone number and ask them to resend my ewallet to the new number. They change the number, and I call on Monday 26 September again, to request the payment from ewallet. The consultant says they will reverse the money with a penalty of R65, of which I agree, and she advises me it will take 3-days to reflect in my hollywoodbets account. On Thursday 29 September, I call again to enquire, the consultant tells me it should take up to 48 hours to reflect. Yesterday I call again, the consultant says that I should not worry the money will reflect in less than an hour. This morning there is still nothing. Now, are these consultants trained to lie or dont they know what to do? Also am I ever going to receive my money as it is day 10, and no one at hollywoodbets can give me the truth. They are sending me reference nimber via email and closing cases the same time. Must I make peace that hollywoodbets has taken my money and I will never get it back?