Ithuba deny pensioner his winnings

My elderly friend, who is a pensioner, was recently elated when he presented his Lotto ticket at our local retailer and told he had won R12 000. They told him to claim the money at our Post Office. At our Post Office in Mossel Bay he was told they do not have the machine and cannot help him. He was sent to George Post Office. There he was told they do not have that kind of money he must go to Cape Town Ithuba office. This is ridiculous!!!!!!!!! On the Ithuba website it states winnings between R2 000 and R50 000 should be claimed at Post Office. Like I mentioned he is a pensioner and does not have money to drive to Cape Town. This R12 000 would really help him so much, but now it seems he will not have the opportunity to claim it. Ithuba is thus not changing lives as they claim.