Poor customer service

I have being using the hollywoodbets app for some time now and I haven't had an issue until the 29th of October 2022,where I have done 2 cash send withdrawals using an Absa, and until this date I only have received 1 payment, I have made numerous calls to the call center and haven't received any positive feedback as yet.... This is unacceptable as this is a well recognized sporting app...i have spent a lump sum of cash in this app and I am very disappointed with their services. When I do contact the customer service department, they put me on hold and drop the call at most times.