What is actually going on?

Logged a ticket to ask that my account be reviewed. Over R30k loss on slots that profess to have an RTP of 95-97%. I question the legitimacy of these payouts with feature buys of R1000 paying nothing other than the initial trigger win. Customer service states my query will be sent to the relevant department and I can follow up in 24-48 hours. I follow up four days later and get a new ticket number and some nonsense generic answer about the risk involved. Yes this is a gambling site, yes there is a risk, but at no point is a 100% loss of R30k a reasonable risk! Then I read further reviews and people are complaining about internal company emails detailing deliberate manipulation of outcomes and other people seemingly having the same problem with ridiculous payouts vs cost ratio. Surely this must be regulated by the Gambling Board? How are you getting away with this? Features cost 100x the bet value, but pay out ridiculously low in comparison. THIS IS NOT NORMAL!