Undermining customers

I played and won on Yes play platforms same day they took down their website, after two days when it went live again it showed that I have won but they didn't add the winnings on my balance. I then made an enquiry but they only told me that the matter has been escalated but with no update I'm still waiting for them on this day as I write this review (6 days later). They are not reachable on phone, they take forever on their live chat and they respond after 48hrs to emails. This is the worst customer service.