Withdrawal not received

I made a cashsend withdrawal on the 25th November 2022 for me to buy my daughter's party packs for her school. I have emailed, called several times but no money. I then ask for it to be reversed back to the account to try other options, even now there is nothing on hollywoodbets account. The consultant did say that absa cashsend always has issues, my question is why include it for the public if u know its problematic. I feel like a failure to my daughter, only if she knew I wanted to do great by her but some company *****ed me of R500. Please I am asking for my R500.