Poor customer service

I took in running soccer bet and my bet came out.Hollywood didn't pay me out and thr status of my bet reflected loosing bet. When I called the customer car3,they said they will escalate and get back to me .They refunded my bet for no apparent reason and no one called me to explain why I was not paid out.I made several calls to them but still no answer. The operator in customer service put me on hold for 15 minutes and the call got cut. Very poor service from Hollywood bets.i need help to escalate this matter as well.im also taking legal action.