Cash out disappear

I done a cashout 19/07/2022 if you go to cash out history it is been paid out but they did not. I send numerous. e-mails and made phone calls and the excuse is that was a invalid cash out! There is no whey it is invalid I never used any bonus I only used my own money but they send it to the cashout department and come back to me .... I send a screen shot of cash out was paid out on 19/07/2022 please tel me how they can have a gambling license if this is happening???? I am not goning to leave this matter it is the principle that this can not happen the gambling board is strick how can they get away with this.