Urgent Escalation – R3,000 Winnings Still Unresolved Since July

I am extremely disappointed that my issue has still not been resolved despite raising this complaint on 3 July 2026. I have already explained that I won R3,000 and that I am unable to access my winnings because of an unresolved FICA verification issue. I was previously told that my old ID photo was causing the verification failure. I subsequently obtained a new Smart ID, but the system continued to use my old information and my face verification continued to fail. I have contacted Hollywoodbets customer support multiple times and also raised this complaint publicly, yet more than two months later, I still have no proper resolution. I have cooperated with all the verification requirements requested from me. At this point, the continued delay is extremely frustrating, especially because I have repeatedly tried to resolve the matter through the appropriate channels. I am requesting that this matter be escalated immediately to the relevant FICA/verification team, that my identity information be properly updated to reflect my current Smart ID, and that I receive a clear explanation of what is preventing my verification from being completed. Please provide me with a specific update and resolution, rather than another general response asking me to contact customer support. This matter has been outstanding since July, and I expect it to receive urgent attention. I would appreciate a written response explaining exactly what is being done to resolve my case and when I can expect the matter to be concluded.