Missing funds

I deposited money via 3ed party (Ithuba national lottery) it did not appear on my Ithuba lottery app. I phoned the National ithuba lottery, they told me to provide them with proof of payment from Capitec, they told me that they do not want a bank statement but the proof of payment. When I went to Capitec they told me they cant help me and there is nothing they can do. I sent my bank statement to Ithuba national lottery but they just told me they need a reference which the bank cant give, I dont know who is not doing what they supposed to do between the 2 parties because when I go to one party they refer me to the other. Please help. My cellphone number is ***