Missing deposit National lottery

On the 17 Jan 2018 I made a deposit into my online account with Ituba national lottery, I have done this many before and after using the same details with no problems, but this deposit did not reflect and upon query this with their call centre and sending proof of payment via their web page as per their procedure , I was told the money was not in their bank account. My bank confirmed with me that the deposit was successful. I was basically told that the proof of payment that I sent could have been altered and that they would only look into if my bank confirmed that the deposit was successful. I forwarded the email received from the bank and did a resend proof of payment directly to the specified email address. I have received no response from Ituba after numerous emails.