Supabets Games don't pay

I won two tickets from my betting at supabets but the workers there told me my tickets are not appearing on their system, but it has been long hours now and I checked the results and all the games played and I won..on WhatsApp the other lady told me to send the ticket number to check but now still she do not get back to me, the same as on their emails they only say it do not appear on system,but if I loose the ticked become checked same time, so why if I won they do pay immediately the game ended.non of my game voidede I have been checking them, I played online...