I'm disappointed and disgusted

I paid my R100 on firebird for free spins but no spins received instead took from my money. I sent my query via chat and was told it'll be resolved within 48 hours no email no nothing

When I followed up they want a reference number that I am telling them I don't have their service is pathetic shame and they are rude

Where did my R100 go they keep asking the exact time of when it happened how am I supposed to know that