Withdrawal issues

Tried to withdrawal winnings on the 30th of April winnings disappeared after contacting sunbet on the 2nd of May I was told their card withdrawal payments was of and they will send feedback till today all feedback I get is that they will provide feedback apologies for the inconvenience. Its 7days since the withdrawal now and no money was credited liked promised and no feedback. When asking what the steps are to lodge a complaint with the ombud all I get is apologies feedback to folloe soonest not even the supervisor came back to me as promised.