Struggling to receive my payout from iThuba.

Good day . I played lotto on the 21/09/2021 via the app and I won R1015.00 I tried to withdraw the cash after the payout and unfortunately enough the payment was reversed . I decided to call their contact centre I was told to send the relevant documents which I did. I was told it would take 3 working days for my query to be reslved, till today my query hasn't been resolved .

Its almost 3 weeks trying to get my pay out however it seems to be fruitless.