SUN BETS a ****??

The say they will pay you out for winnings after three days for SUN BETS. Its been over a week, and after calling the call centre a few times, they can't seem to find out where the money is, but they can see it on the system, but have a problem paying out. Is SUN BETS a ****? The only response was, they will escalate the matter and call me back. No Call back, and no escalated matter.