Unable to FICA Holllywood Bets account to claim my winnings

I played online games on the evening of Friday 24/01/2025, and won an amount of money which I did not cash in. Since this Monday I have tried to FICA the account, in order to cash in the money, without success. The Hollywood online instructions to follow, requests your cellphone, ID number, or the account number and then does not allow you to process this information(whether you use any of the suggested numbers). Then I thought I would personally go to the branches in my area, for assistance. To my disappointment, there was little joy in these experiences. I was informed that the FICA is offline, up until today- 7 days after I played. I have not had this experience at BetXchange, where all they ask for, is my ID and to take a selfie. This money would really have come in handy and I cannot understand how it is possible for them to expect me to leave it unclaimed.