Withdrawal canceled

I lost my phone while i had R22 300 withdrawal amount and in the morning i decided to use my sons phone and i saw an email saying your withdrawal was canceled and if not you contact us sos. And i did contact them but all they did was to say sorry and deactivated my account saying its not their fault my money was played with its my responsibility to keep my account details safe. Im beyond disappointed im furious i want my winnings back and my account activated now i need to send stupid documents to open it mxm