Pathetic customer service

I deposited money using SID immediate payment but it did not reflect in my lottoland account even after half an hour. I sent a screenshot of my deposit to their support email. I get a reply the next day that they only accept pdf proof of payment. It should be easy to check their deposits audit trail and see if there is one with my account number. This should be a simple online query in their accounting system. To highlight their pathetic customer service, if they had checked my account they would have noticed that the deposit reflected within an hour so i did not need a pathetic response at all.