Ithuba National Lottery-No Communication Whatsoever

I am unable to access my profile, which has funds in it. I followed Ithuba's instructions about updating my Password. All it said was my proile was locked and I should follow the "Forgot Password" route. This I tried with no success. I have emailed them on four ocassions to unlock my profile. I received a ticket number (#391156), after that no further communication. I have attempted to speak to someone by phoning the Helpline ***, what a joke, no answer when following speak to employee option. I would like to access my funds.