Deposited money, never played and balance is R0.00

I deposited R5,000.00 and it went all into a bonus but I couldn't use the funds at all. I requested the funds to available to play and everything was removed. Nothing came from all my enquiries and complaints. If I login to my account the balance is R0.00. I wish I can speak to a person to explain my experience but everything goes through this robot. If I played once and lost all the funds I deposited it is understandable but I never played once.