Bet365 complaint: Deposit amount issue

Hi, I am using bet365 for last 6 month. On 1st of may 2023 I have deposited Rs. 13000 inr but it doesn’t credited to my bet365 account. I contacted bet365 through live chat, there they asked me to wait for 2 hours but nothing happened. Again I contacted them, then they again asked me to wait for 5-6hrs and then 24hrs. After that they asked me to mail the screenshot of the payment details. I did that too but no positive response received from their end. Yesterday I.e. on 5th June 2023.
I received a mail from bet365 and they told me that their finance team has issued a trace for my funds and it will take 4-5days. I cannot understand one thing that I had done upi payment to their given upi id then why they are taking so much time to trace my fund. Now it’s sounds fishy to me after reading so many complaints of similar incidents.
User ID.7906453413
Thanks
Regards
Chandan kumar