Suspended account not explained

On Sunday the 29 Oct 2023, I won an amount of R50 000 on spina zocke. I decide to withdraw the money in small amounts and my withdrawals were declined. They requested that I send my bank statement, which I submitted and tried to withdraw again. Once more my withdrawal was declined, pending fica documents, after which I then phoned the customer service, they advised that I send the bank statement, marriage certificate via email and re-submit fica documents via self service which I did on 31 Oct 2023. On 02 Nov 2023, I was requested to send a picture of myself holding my ID, which I sent via E-Mail. Later when I try to log in, I realized that my account is said to be inactive. I went to Bela-Bela branch on Friday (03 Nov 2023) with All my documents because my attempts to get my account re-activated were all in vain, the consultant there took a picture of my ID from back to front and one of me holding my ID. At Bela-Bela I was told my account will be active within 24 hours. On Saturday the 04 Nov 2023 my acc appeared to still be inactive, hence I went to the Thohoyandou branch, still there no help was rendered to me, the consultant just called the customer service and asked me to speak to them, which I did and again promised that I should try loging in within 24 hours. on sunday 05 Nov 2023, my account seemed to be still suspended, i called customer service and requested to speak to the supervisor, who said to me his name was Ayanda, he explained that I should wait for 48 hours since it is weekend and other departments are closed. Monday (06 Nov 2023) and Tuesday (07 Nov 2023) I called and sent emails and still the account is inactive. Today 08 Nov 2023 I sent another email with all the documents that were requested before, I called customer service and the first consultant hang the phone on me after I requested to speak to the supervisor Ayanda, the second consultant put me on hold for a full 20 minutes and the line was cut. I then called again, and the consultant informed me that my account is deemed to be inactive 10 to 30 days because it is with the investigators department, and eventually I got to speak with the supervisor who claims told me a different story that my account should have been resolved by now and he will have feedback by 14h00. I am hoping that my issue will be resolved, but I cannot recommend hollywoodbets to anyone anymore because of the service I received was very poor. I have wasted so much money betting with them and when I finally won a large amount for the first time in my betting experience I received the worst treatment.