Poor service

I have won on the 10th of July 2025 and an amount of R950.00 and requested to withdraw this amount and to be paid into my bank account. On the 15th of July 2025 I phoned them and informed them about the situation. The lady that I spoke to informed me that I will receive an sms within 24 hours and then the money will be paid into my bank account. But thus far I have not received anything. If this is the kind of service that we can expect then I will have to close my account as I am an unhappy customer.