Unhonoured payment and ticket removal

In August, I placed a bet and lost it with one final leg. I called customer care when i realised that it has been removed from my history betting tickets. It was to the value of R36 000 plus. I was told that I would get my cash bonus back but even now I haven't received that reward. Why? I don't know. I checked another ticket I played yesterda but can't also find it. I know i lost that one but why do they disappear from my history?