Uncleared payment

Helo ,firstly I had an account on playlive and my husband had one too.we were sharing a phone and account number that we were using to deposit the money.we lost each close to 7000.00 on each account.it happened that one day we play and we won R2000.00 ,when we withdraw the money they came up with an excuse of saying I'm having multiple accounts but they didn't complain when we're depositing money.so they told me they want proof of my details to see if Im not a robot.i did send them but they told me the rules doesn't allow them to pay me.and they blocked that account that we were supposed to get the R2000.00 from.and leave mine

2.we made peace with it.last Sunday we had a little bit of money and we said let's take risk and play coz we wanted money to buy winter clothes for our kids.with that one account that was left I won a jackpot of R4000.00 even now I'm still waiting for my payment they keep on ignoring my messages on e-mail, when they do respond they tell me they are still waiting for the financial team to get back to them why they didn't pay.im starting to think this people are taking an advantage of us.pls help us