Poor customer service

So a few weeks back i opened up a Hollywoodbets account for my mother so she can play the slot games on her tablet . On Saturday night she won some money , when i tried to take it out they need fica documents so i sent that thru. Then i did a instant money withdrawal . Th sms never came and i kept checking her phone . She sat the whole day waiting to go and collect her money . The service from Hollywoodbets is terrible every month i have a problem but to do this to a 60 year old woman is disgraceful. I really hate this betting site now . As soon as my mother gets her money from Hollywoodbets this account will be closed . Maybe they checked that shes a old lady after i sent thru the fica documents and decided to ***** the money from her .