*****ing my money

I cashed out a 5000 and received and email around 12 the following day saying it was paid how ever I received no voucher number or pin. I queried via the live chat service and my matter was escalated and I was advised it should be resolved by the next day, the following day still nothing even till now after speaking to a supervisor on Friday and being promise that by Monday afternoon this will be resolved. I called now and supervisor has left already despite promising me that he would call me today with feedback. I am now under the impression that this is theft.