Withdrawal issue

I am not happy with the supabets system. I did a withdrawal through the standard instant cash on Saturday the 10th of July. They never sent the voucher number number, i phoned them Monday the 13th but they kept telling me that the issue was escalated to the right people. I called Tuesday, they then sent a voucher number with no pin. I kept calling to request the pin number but still i am not getting any help from them. I phoned to cancel the withdrawal so that i can rather have the money into my main supawallet but still they can't do it, instead i was informed there will be a charge. Why do i have to get charged after all these delays?