PANDORA voucher not honored due to expiry date

I received a Pandora voucher of R500. The administrator / company that controls the sale of these vouchers is Sureswipe. I was unaware that the gift voucher was purchased in 2019, which was confirmed by Sureswipe. Sureswipe provided me with the actual date of purchase and value and confirmed what value was available on the voucher. I tried to explain that 2020 to mid 2022 we experienced the COVID epidemic, so one would expect them to be considerate and review the situation based on the merits of each case. Sadly, the PANDORA and Sureswipe are not prepared to honor the voucher value because the voucher is older that 3 years. Sureswipe has this money in a miscellaneous account. They provide me with all the details - date of purchase and value. Why can they not honour this payment and what happens to the money that is sitting in their account? Who gets to enjoy the value of this voucher.