Worst service ever

I made a cash send withdrawal on 25 November and still haven't received my money when I check the status it shows that it's awaiting bank approval, how the hell can it be so long when they say it take 48 working hours, worst thing is I've been sending emails and trying to call,they keep on saying hold on for the next available agent but the que don't move you will be number 8 in line till the call drops,iam really not happy with this service, that's why I always prefer taking my money to lottostar and betway I've never experienced this nonsense with them