Struggling to get my fica issue sorted

I am very disappointed with Hollywoodbets, I been asking for them assist me so I can have access to my funds, I fica long time ago but due to their system error I had to verify almost daily with my selfie in order to place my bets, now I won I want to withdraw my money the system is saying documents missing, I go to the upload platform I do a selfie as it is the only option available there and emidiately I would recieve a notification of verification, then will go again try withdraw same error appears and I do put my selfie again and still, over and over and over until 10 attempts are finished, I would call Hollywoodbets to assist and they will tell me they have my documents but they just need manual attachment please wait 24 to 48hrs I would wait, still no feedback back, I called million times spoke to almost everyone and I been hearing same song daily, they telling me my documents are there but they are not attached they require manual attachment, why you telling me, attach them then and why does it take so long to attach the documents as I sent everything you requested, very very very disappointed and still crying for help till now, customer service is very poor, until this day I been calling and pleading with them please help me, they tell me that IT is escalating it 24 to 48 and I waited till this and it's been +-30days no help. All I need is my winnings the rest will be history. I have all the conversations I had with different agencies and everyday is one response and now I don't know where to report this or who to cry to, all I need is my money. I sent everything they needed via email, via live chat but it's hard to get helped. I am still waiting to get helped even though I already lost more than 1000rand calling for help but it seems it is going through the walls. Where is the IT? That clearly means the system is weak and no management is pushing for that to be resolved. I spoke to the following people :Sihle, Nozipho, Sibonelo, Nhlanganipho, Nomthandazo, Omi, and lots more of which I can't remember, it's very sad and now I am stuck I need the money so I can attend a funeral and Hollywoodbets is not helping yet I invested in their company😭😭😭, not even management takes this serious, I cried on the phone because I need help so I can go burry my uncle, why Hollywoodbets why😭😭