WINNINGS DISSAPEARED!!!

So we were betting on horses, and won, wo obviously kept on playing. At about 14:00 went in and was up by R12 500.00! Later when we checked - R66 and then a while later - R25.00. When i checked my betting history, at all of the races, which showed won, together with the amount won e. g. R1900. 00 suddenly "withdrawn". Phoned the call centre, spoke to Lindy (thanks for phoning us back by the way) who was unable to assist, but would "look into it". Some time later the amounts all changed, and now there is R2000.00 (give or take) in the account. I understand mistakes, really I do we all make them. But how do you make so many mistakes? I mean this amount wasn't won betting on one race, there were numerous bets.

How does something like this happen? Is there not laws/rules that must be followed?

How does one go by reporting them?