Deposit converted in a bonus.

I deposited R600 into my account. I could only play R200. I called and was told they allocated R400 incorrectly to my bonus and it will take 24 to 48hrs for feedback. It's been a week and I spoke to 5 different people on calls and chat. These agents are unprofessional. Everyone escalate put me on hold come back with there is nothing they can do they must wait for feedback. The following are all the ticket numbers. ***5 Ticket 208752. ***027913 aviwe. How can u use my money and allocate it as a bonus and tell me to play it on horses. The worst experience of any call centre ever.