Luno wallet balance missing

I successfully completed a trading investment and chose to receive my profit into my Luno wallet. Luno sent me an email confirmation that they received the deposit and successfully added it to my wallet. However,it doesn't reflect on my wallet. When I queried this with Luno I was greatly surprised that they lecture me on their code saying they're not affiliated to 3rd parties or investment schemes. They require me to supply them with a transaction ID for the transaction. This is very dissappointing when they already confirmed receiving the payment and added it to my wallet. Every other transaction I had this far with Luno ran smooth and my trust and confidence was greatly affirmed with every single successful transaction. Now that I must eventually receive into my Luno wallet, I end up being dumbstruck and confused. I hold Luno in high regard but this experience leaves me feeling apprehensive and utterly dissappointed. I know they have thousands of clients perhaps,but the turnaround time for queries takes too long as well. I've sent numerous emails and tried to address this with their online agents but am left dissappointed with the responses. I find the lack of excellent service annoying and I cannot find a way to have my situation escalated. Why is there no contact number to address issues urgently and immediately? The response is always that they will reply in 2 business days. This being a long weekend I can only expect a response by Tuesday and this is a dreadful inconvenience for me.