Voucher invalid

I bought a 1foryouvoucher at the local ****a shop. The voucher was not redeemable. I then log a ticket to 1foryouvoucher service desk. They rep**** with the proof that the voucher was loaded successfully to Hollywood account. I then sent a text to Hollywoodbet(messaged), they only rep**** today asking me to send the screenshot. I have sent the screenshot as requested but still the matter has not been resolved.