Refuse to give my money

I withdrew my money sum of 8000 total, and it's not on my account since Friday I call 3 times yesterday they told me to print proof of payment how can I print proof of payment that was done through eft at capitec I did send the statement to them, and last guy told that capitec has remove that option, why hollywoodbets are no updated that was my money that I was calling with. I need my money pliz. Y