still not received winnigs

i made a withdrawal on 2013-12-07 firstly customer service were brilliant and now it appears not as its almost 21 days since i made withdrawal i had firstly used ukash to deposit then was told had to deposit 20 from my card so i did and i had to send id of which i did however i had lost my bank card in my home and i have a hectic household with 3 children so couldn't find it as quick as i needed to to provide a pic of it so i was instructed via net bet to contact my bank and get the payment honored so i did and provided a screen shot of on line banking showing that card is active and was used for transaction they have took days in between replying to my emails i were so excited to spend it on my kids Christmas checking for a reply every day then i needed to change my mobile number due to my 2yr old putting my phone down toilet and i wanted to update to another email as i thought it were my mailbox being slow and im still being asked for verification over and over absolutely gutted my Xmas it did i relied on the money for Xmas and today is the 29th DEC 2013 and yes i put all my time and effort into trying get in touch before i new it was Xmas eve and i had to lend off a family member to pay for a few presents i had reserved after i won it absolutely gutted me that i got my hopes up for nothing as yet when they have replied it appears that different agents are dealing with customers and not providing enough notes on the customers file as when you contact them again you have to explain it all etc i hope i will receive my money may be i can pay back my family member however netbet have always been well mannered and understanding when they have replied i hope this is just a hiccup and they will pay me soon as i actually like there site and games.