Withdrawal woes and disgusting customer service

Zero customer service,I did I withdrawal on the 31/01/2023 and the 01/02/2023 for absa cash send withdrawal even today I still haven't received the vouchers and I have sent numerous emails to hollywoodbets support the only response I keep getting is that they escalated to their payments dept they will resend the vouchers but it hasn't happened I tried their in app chat line which always makes you queue for an hour before you chat to a consultant (that's if you are lucky and it does not disconnect you). I asked them to reverse the payment so i can transfer the money through a bank account and close the hollywoodbets profile but i was told they cant even do a reversal because Absa is offline! Can absa be offline for 7 days? I have never experienced such delinquency in terms of customer service without even any follow up with the client.