No money after 5 weeks

Hi there. On the 24th of September 2024 I made a withdrawal of £611 from this company and received the email that they had received it and would look at it within the 48hours for approval. On the 25th September I received the same email but what usually follows after this is a processing confirmation email that your payment has been sent. I never received this email and this is where the issues started. I got in contact with heyspins who told me it’s been approved and was sent to my bank and to wait as it can take up to 10 days. I waited two weeks and still nothing. I contacted them again and asked them to provide me with the evidence of it being sent to my bank such as the processing confirmation email, they failed to do this and then basically blamed my bank and told me it was out of their hands. I continued to email them and finally got a reference number, which I took to my bank to be told that payment had never reached their system and they couldn’t locate it. I took proof of this back to heyspins but they have still continued to mess me about. They have the worst customer service I’ve ever come across. Over the last 5 weeks I have had the same generic emails from them. They even went as far as telling me they investigated it but an email was sent back from the same people I had been communicating with. I’m asking for your help to help me resolve this as I don’t know what to do about this anymore. They have been told by my bank to go and locate this payment on their end which they have refused to do as I strongly believe they won’t waste their time knowing they haven’t even sent the payment. Going by Trustpilot reviews they seem to be known for this quite recently. Thank you