The Deposit that went wrong

on the 28th of February 2023 i made a deposit on hollywoodbets via PayFast. my bank account was debited of the amount but my hollywoodbets account was not credit, i tried twice as i thought this would automatically resolve it's self either the money returns to my bank account or gets credited on my hollywoodbets account but i was wrong and both those deposits did not go through. so i contacted the nearest hollywoodbets branch in Chatsworth and i was told i need to have the proof of payment from my bank in a pdf format, the consultant was willing to go the extra mile to assist me at that point as she was already on a call for support for the issue but we failed to get the pdf print out from my banking app which resulted in her asking to go to my bank for assistance, unfortunately time was not in my hands so i postponed this mission for another day unassisted. in September 2023 i contacted hollywoodbets via the the support chat and reported my query again' i was asked to provide proof of payments from the bank which i did for both transactions and i was given this reference ***9 and was asked to wait for 24 to 48 hours for my query to be resolved, so i waited my money wasn't credited into my account nobody called to let me know what's going on. so i contacted support again and i was told my case has been escalated to payfast, now every week i contact support and they keep telling the same thing and i'm really getting fed up. in one of the calls i was given this reference ***1 to follow up on the first reference. can someone with more authority please intervene on my query cause the support consultants seem willing to help me but don't have the authority to do so. i look forward to hearing from you, Thank You.