Winnings not Paid Yet

I withdrew my winnings through the Standard Bank send imali portal, they sent me an access pin without the 10 digit voucher number to get the money. I called both Standard Bank and LottoStar and they kept sending the wrong thing, I was advised by Lottostar to cancel the transaction and was promised payment the next day, when I called back because money wasn’t credited back to my Lottostar account, Agent Milan, condescendingly told me to wait 48 to 72hrs for finance to respond and only then will they give me feedback. I asked for the call recording but was dismissed. I’m gravely disappointed that this has happened. I still have not received money I won on Monday 15