LOTTOSTAR IS A ****

On the 4th of August l deposited funds into my Lotto star account from my capitec, it never reflected but when l check my bank statement it shows that it was deducted. I sent an agent the bank statement but l apparently that's not enough they need me to download the proof of payment which is impossible. I deposited funds again today to see if it's possible to download the proof of payment but that option is not there. So basically l have been ****med by LOTTOSTAR!!! ALL I WANT IS MY MONEY BACK!!