Refund, ill treatment and unfair communication

Hi I would like to lodge a formal complaint against the organizers of the spring taboo event.

We bought online vip tickets and at the gate we were told no bottles allowed. We then requested a refund and that was at 14:45. We were told by the guy whom they said was in charge who has a mole on his hear wearing a white t shirt that he would assist and that we must wait. All the security personnel were present and were witnesses. He set an expectation and told us notto leave .we are still waiting outside and next person in charge left to contact him telephonically. We are still waiting and as I type it's 17:44. We were tagged n we still waiting and being blatantly ignored. We are 2 females and feel unsafe. We want a full refund and formal apology and compensation for time wasted as we could have gone to a different venue. We need this reviewed and investigated. The banner never stated no bottles allowed as advertised on their page I can even send the banner for thorough investigation. The people with hubbly are allowed in at R100 and those are also bottles.