Unprofessional Service from Nadia, customer service agent

Good day, I am very disappointed in the service i received from a customer care Agent Called Nadia.

I made a deposit of R1600, i never opted for the bonus but a bonus of R1600 was added automatically making my account balance to be R3200. I played some slot games and won some amount bringing my balance to R4800.

I tried to make withdrawals but the withdrawal option was not available and i opened a chat and chatted with Nadia who explained a roll over logic for the bonus, i then told her that doesn't work for me and i didn't opt in for the bonus in the first place and asked her to remove the bonus from my account. I have made screenshots of our chats.

She explain that when the bonus is removed, the winning realized from the bonus will also be removed and i asked for further explanation. She explained.

After the bonus and the winning from the bonus is removed which is half of R4800, i am suppose to have R2400 left in my account which is the R800 i won outside of the bonus plus my R1600 but now my account balance all of a sudden went to R1400.

I asked Nandi for an explanation as to why i am having R1400 in my account instead of R2,400 and she just rep**** and said i have told you all i need to say and ended our chat without giving me any answer or explanation. That is is very rude and unprofessional and i wonder why such person should be working in an establishment such as this.

I need an explanation what happened to my R1000.

Nadia herself, confirmed that my balance will be R2400 after bonus is removed. I have proof of all conversations and will take this issue further if this is not resolved.

Zungu