Missing funds

Yesterday I transferred some funds from my bank account to the National Lottery (Ithuba) The aim was to play Powerball. This was done using their app and the funds were transferred to their Standard bank account. This morning I wanted to start playing but realized that the funds are not reflecting on their app. I send them an email they responded back, saying the transferred funds are not reflecting on their account therefore they wanted my details as follows: ID number, Cellphone number, proof of payment as in my bank statement. I send them everything they requested except my bank statement. When I paid these funds into their account Yesterday I emailed them a proof of payment reflecting my bank and the transferred amount. They cam back to say they can't help me unless I send a bank statement. My question to them is that I have already send them my personal details and proof of payment what more do they want? Is how South Africa is? Why are they offering the use of an app if they can't pick up deposits made into their own account???? It is their responsibility to trace the money. A bank statement will cost me more than what I transferred into their account. WHAT IS THE ISSUE????