Won a promotion prize but still didn't received it after 2 and a half month

Good day, I have waited know for almost 3 months. On 1 September 2025 I won a pragmatic promotion that was held by Hollywoodbets (which I took a screenshot of), I have phoned them almost every week since that day sometimes twice a week but everytime it is the same answer "we will escalate it". Now after 2 and a half months later they say sorry we tried to phone you twice but did not answer and sent an sms which states I forfeit my prize. I phone them regarding this matter because I trippled checked my missed calls and my sms's since the 1st of September 2025 and they did not phone me nor sms'd me. I asked for prove and they said they will email it to me but still nothing NO response, I spoke to numerous supervisors but still nothing. I have got all the screenshots, tickets number and calls for evidence. Please can someone help me to set this right. After all I thought this is a family owned business