Unhappy nediank customer

I used the nefbank app to play powerbal on 4 February 2022. I had a few winning tickets and up in till now the money does not reflect in the account I have contacted them numerous times but every time they tell me to hold on until the call is eventually cut. I don't know if there might be other times I played but did not check if there are winning tickets and if the money was transferred. There might be others who experienced a similar issue.