Terrible service

I have placed a bet on a slot machine, went through to the free spins the game at the stage was at R240.00 won on the free spin round of 17 of 20 then the game gets stuck and now 4 days later the game has not paid out the winnings still stuck on round 17 every time I call in hollywoodbets they saying they investigating and most of the agents there have bad attitudes and no customer service experience I have been a long standing customer of the mobile site and the betting stores, I have been placed on hold for over 25 minutes on calls and then just dropped, I just want to get what I won from the game these issues should be fixable from the provider urgently, betway had an issue like this but within 25 minutes they sorted it out when I called in they where polite, Hollywood customer representatives are complacent and there they attitudes towards customers......... pathetic.