Hollywoodbets complaint: Account deactivated because of system glich

While i was playing online on Hollywoodbets there was a system glich which resulted in my identity document being swopped with someone else’s. I am trying to get this resolved for the padt week but neither the consultants or team leaders are able to assist me and kerp giving me the run around. On Friday the 29th of March in the early hours of the morning i experienced this problem with on of the online games. I exited the game and went back in to check if it was fine and it was so i continued playing. When i went to do a withdrawal the system said that my account needs to be FICA but my account was FICA years ago. I uploaded a picture of my id document because that is what the system asked for. Before doing this when the system said i needed to FICA my account my bank details were still visible to whoever my account was switched with. So i quickly clicked the self help portal so my bank details was no longer visible and proceeded to upload a picture of my id document and logged out there after. Upon waking up i logged into my account, which i was able to do and selected withdrawal but the system was npt allowing me to withdraw and asked for FICA documents. I then called the call centre twice and they were of no help. I then went into a branch. The consultant addressed me in english and he called the call centre. When he was on the line he switched to Iszulu for me not to understand what was being discussed. He was asked to hold on twice . After the last time then only did the consultant from the call centre speak to me and told me that there is a problem with my account but all their technical staff are working from home and to call back on Tuesday because it was a long weekend. She did not tell me what exactly was wrong with my account but deactivated my account without informing me.
From Tuesday the 2nd of April i have been trying to sort my account out and i have been calling the call centre at least 6-7 times a day. On Tuesday i was asked to email a picture of my id and one of me holding my id to my face which i did. I was told that i will get a ref. No. Upon receipt of my emsil which i didn’t get. I called back after a hour and the consultant went a spoke to a twam leader who advised her that all my docuuments have been recieved and that she is busy filling out the paperwork to open my account. Which cannot be done without mw being present to sign for my account to be opened.
I was advised that the twam leader will call me back in half an hour, which she never did and i had to call back only to be told that they are in a meeting. I called back 3 more times but could not get ahold of the team leader.
It was late so i decided to call the next day.
When i called on Wednesday the 3rd of April 2024 a team leader asked me to take another picture of my id as the coat of arms werenot clearly visible. I did and emailed it again and still did not get a ref. No. I tried calling the team leader back but he was in a meeting.
I finally gpt a hold of him after 5 that day and he then told me that they need another pic of my if as my picture was not clearly visible. He did not tell me this when i spoke to him earier in the day. My id was issued 28yrs ago and i made them aware of that on tje email and also made the team leader aware as well but he insisted that i send through another picture of my id.
Later that evening i took out another picture and emailed it through. I called this morning 44-2024 and was advised by another team leader that my id as gone to home affairs for verification. I then asked him if it was the id picture that i emailed last night and he said he is not sure and put me on hold to check. Upon checking he came back and asked me to go and get a temporary id as my id picture is not clear. I advised him that, that is not possible for me to do because on Friday evening when my account had a problem i transfered all my funds to another account which i can only have access to by going into the bsnk. I then asked him if i am the only person having this problem and he said no. I told him so on Friday morning there was a problem with yoyrl system to which he replied no. I asked him if there was no problem them how come other people also have the same problem. He evaded the question and replied by saying that all the other customers were also asked to srnd through their id’s to srnd to home affairs to check if there was a problem with their systems. During the call he did ask me to hold on but spoke toa few other people while he was on the call with me and while doing that he muted the call.

Firstly my private i information like my banking details and id as been compromised and now anyone as access to my details.
Secondly the consultant at the branch did not speak in my language at various times while assissting me.
Thirdly both the consulants and team leaders at the call centre did not know what they were doing. With every consultant and team leader that i spoke to telling me something different.
4. The team leader that was handling my query had no permission from me to open another account for me or try to open another account for me without me being present.
5. The team leader that i spoke to on Wednesday was unhelpful and clearly did not know how to carry out his job has a team leader.
6. The team leader that i spoke to today 04-04-2024 contridicted himself numerous times.
Did not even know the full details of my query.
Muted me while he spoke to other people.
Was unable to explain to me why their it department was not able to go onto my account and check when my account was FICA and check if the documents i sent correspond with the documents i submitted when i FICA’d my account.

I am appealing to anyone who reads this to please assist me urgently as i am unable a access the funds in my account until my hollywoodbets account is sorted as i am not sure if this was a system glich or if hollywoodbets systems have been hacked.
I cannot go a make a temporary id as all my funds are currently stuck in my savings account due to srcurity reasons and i’m unable to withdraw the funds that i have in my hollywoodbets account because my account as been deactivated.

Please assist urgently.
Regards
Caroline Amanda Pillay