Love emperors but disspointed

Im very disappointed with a incident that happened to me at emperors casino. After being a loyal customer visiting your establishment on a regular ba*****t and spending alot of money on gambling and other entertainment. I recently got a promo message from emperors stating that they have given me a R500 freeplay and decided on the evening of the 9th july ( Thursday) to go to the casino with some extra money to go gamble on the slots. Upon arrival i bought myself a drink and went to a slotmachine and there was no funds available so I went to the winners circle desk where i was adviced that i have already used my promo funds on the early ours of the 7th of july at roughly 1am. At that point I told the lady it is impossible as I wasn't even there. She then stated it must have been my wive on my other gold card. I was confused as i only have one gold card. After the slot management arrived and pulled my history where i played the machines security pulled video footage to find two black males playing on the machine where I lost my funds. They informed me at the desk it is unfortunate and the only thing they can do is to cancel the other card that im not aware of. No funds replacement:-(