Pathetic service from Ithuba National Lottery

I have an online account with the Ithuba National Lottery and do transfers via internet banking. The deposits usually show up in my lottery account within a few minutes but I have had a few issues recently. My deposit on 25/11/2020 did not reflect in my account. I was advised to provide a proof of payment - which I did. I have now been advised it will take 72 hours to check. 3 days to check a bank statement to a proof of payment! This is an unreasonable timelime for such a simple task. You should have the expertise and tools for such issues readily available but this is clearly not the case! Their Customer Relations Staff are also not very helpful.