Unhappy client

In october i have made a direct eft deposit .after doing so the funds hasnt reflected into my superbets account October 2020 till 1 january 2021 i still havent had this resolved after numerous chats i have made threw the live chat with the consultants Thier answer to me is they have handed my query over to the relevant department and i will get feedback but till to date no feedback and no funds in my account The consultants say i need to put my name as referance next time but really they have recieved payment from my account with my details on proof of payment and while doing direct deposit the app automatic generates a reference for your transaction

How many people has this been happening to ? Is this legal What steps can be taken ? Is this fruad???

After this would they close my account Becuase i am taking this further? Or would they show how loyal we are as thier customers?