Standard Bank refuses to trace funds - 2 payments now missing!

I regularly receive payments into my Standard Bank account when obtaining winnings from a gambling company using an instant transfer payment method of 'Walletdoc'. This company uses the bank Capitec for their banking. My banking history clearly shows that when these withdrawals are requested, they immediately are paid into my Standard Bank account. I had no issues or hassles up until this Saturday. On Sat (15/11/2025) morning I requested a withdrawal from the gambling company via Walletdoc of R2540 which immediately reflected in my std bank account then a second withdrawal was requested in the afternoon using the same method that I always use, suddenly the funds did not reflect. I immediately reported this to the gambling company who contacted Walletdoc and Capitec by the Monday considering it was a weekend. I was advised to provide my bank statement which I did and was told Capitec is investigating the issue with Std Bank. I received a further update from the gambling company by Tues that according to Capitec logs, the transaction was successful on their end and the funds were release therefore the issue lies with Std Bank. The latest update I received from the gambling company today is that Standard Bank advised they are in the process of tracing the funds as it was determined that the funds were definitely paid across. Against my better judgement, I requested a 2nd withdrawal today (19/11/2025) using Wallet again and to my shock and horror the funds mysteriously did not reflect at Std Bank once again! I was extremely unhappy with this as well as the very long delay and process for the initial complaint and therefore decided to call Std bank myself where I received the most pathetic customer service in my life. The first consultant checked my profile and advised there were no blocks or holds on my account or payments as well as no pending payments. I then asked if there was any notes loaded to profile to indicate any tracing of funds were taking place. I was told there was only 1 note loaded today stating something about funds from 15/11/2025 and Capitec however the notes were not clear and the consultant could not be certain what this meant or who it is was from, how helpful! This also made me question if any investigation had commenced since Monday since this note was only loaded today! In addition, there was no note about the second missing payment from today after it was reported to Walletdoc and Capitec who advised it was immediately reported to Std Bank for quick tracing and traction. I requested the consultant to assist me with tracing the funds as I am Std Banks customer and expect them to assist me, she then transferred me to digital banking where after a long with the call dropped. I then called back and after a long wait, someone eventually answered who was the most unhelpful person I spoke to in my life. She refused to assist me pointing the finger at Capitec as apparently the payment came from them and according to her they are to blame. I then presented her with the facts that according to them, the issue lies with Standard Bank as all is successful on their side. She then quickly stated that they must be the ones reporting the matter to Std Bank as well as the gaming company. I advised this has already been done however I as a Std Bank customer have been left in the dark with nobody assisting me to trace the funds. Surely these funds must be lying in a suspense account at Std Bank yet all the staff I have spoke to refused to assist me to locate it. I then asked for usual turnaround time and was advised a max of 7 working days. The problem I also face is I do not know who at Std Bank is investigating the matter? What is the progress of the investigation or tracing? Etc. I, the customer, do not know if I will be receiving my money in 7 days or 7 months or not at all? Mind you, these are not small amounts but 2 fairly large payments that are now missing and seemingly have vanished into thin air with nobody able to account as to where the money is. Shocking for such a large bank! Failing any assistance from Std Bank, I will be reporting this matter to the banking ombudsman as Std Bank has refused to help me thus far yet I have been a loyal customer to them for many, many years and even have my home loan with them. I have a good mind to take my business elsewhere after this horrific experience! Also a reminder that I am YOUR customer, Std Bank, and you should be doing everything in your power to assist ME, not turning me away like you pathetic and *********** call centre staff!