Unresolved betslip and rude customer support consultant

I have made a bet on the 9th and of which was on soccer for 1st half totals and they concluded for full-time and of which I have a bet confirmation that shows I made a bet for 1st half totals and not full time. When I query this I'm told that it's being escalated wait 24-48 hours and of which is way over 72hours now and If I don't follow up they don't respond, I got a response today only when I wrote another email but also CC national gambling board as to one rude customer consultant yesterday told me if they should cancel the bet and refund me. It clearly shows they can resolve this quickly according to the response of the consultant and the same thing happened to me again yesterday and luckily ever since this I have been doing screenshot and screen recording of every bet I place.