Not paying out!!!

This is very bad. My husband won over R5 000.00 at the beginning of January. He then requested a payout, and now, almost three weeks later we still waiting for the funds to be paid into his account. He has escalated the matter various times but nobody is giving him a straight answer and just keeps saying that they have a system error which they are looking at. How can this be? The first few times he won the payouts was quick and done efficiently. Now, when the funds are needed the most, there are issues. Please have this fixed.