Dissatisfied

I deposited R12000 online during a 15% promotion and received a R1800 bonus and played monopoly and mega ball games but did not win anything. I wanted to withdraw my money but could not do so since my Banking details were not loaded onto my acc. and thus had to send my ID and bank statement which I did. After that still not being approved I was asked to send proof if change in surname since my ID still reflected my ****en name before my details could be updated and that's when I emailed my marriage certificate with my drivers license since i was told that my ID was not clear. After numerous calls and even going to their office I was assisted to reload my marriage certificate and drivers licence and connected to the call centre agent who said they had received my documents and that I could withdraw my money from the acc. I tried to withdraw that same time but received a message later that it was declined since I needed to send more fica documents. I called the call centre again and this time they told me it had to do with the bonus when she tried to connect me with withdrawal department but was disconnected . I am very frustrated now and just want my money back that I deposited cos I feel I have just been given the run around. I even tried to withdraw the R12000 only but to no avail they just keep declining. I just need my monies back and Hollywood can keep their bonus. Please assist as I need that money