pathetic service

The game i played was shooting star the bet amount was r4 i cashed out on exactly X106.60 total amount cashed out r430.40 time i played was 20:18 date i played was 16/02/25

Its literally been more than a week an no feedback if i don't email no1 will email me ,what is the hold up ?what is being investigated?I've sent in videos screenshots as proof but still no money,for me its not about the money anymore but the principle of servicing your client I've never experienced this ,I'll gladly move my business to betway