Deliberately made to lose on a bet

So I received a call from your so called agent Neville. Sorry to say this he gave me the most pathetic explanation as to why the system could not allow a cash out. This guy tells me that my ticket did not qualify for a cash out then I ask him why it did not qualify? He says to me he doesn't know , he is not sure. Dude you just to assist me on my complaint but you don't have answers????? Ok anyway I explain to him the reason the system was showing an error is because one of the finished games has not yet been resulted although it finished over an hour or so. Due to that game not being resulted it meant that the system read it as if the match was still in progress thus the was a cash out Error. You cannot cash out if the are any events in progress. My complaint is that there were no matches in progress at the time all the matches were finished with winning results in my my favour but the one game Supabets failed to update the result so it could show that there were matches still being played and a cash out option could then be opened. This guy Neville is very *********** he failed to give me sufficient reasons the he proceded to the t&c' point10 which is entirely irrelevant to my query. In fact I have the entire recording of our telephone conversation. You could swear I was the one employed by Supabets I know the system more that him. My complaint is still not resolved I want my cash out value to be paid into my SB account this is pure ******* and I'm more than prepared to take this matter further with the National gambling board