Unfair treatment, no solution, major inconvenience

So my aim was to play at grandwest with the intention of qualifying for the cash draws on the 25th of Feb. I earn 35 points and therefore am well qualified for the draw which took place on 25th Feb. I drive all the way from Betty's bay, about 110km, to attend the draw which I used my cash for and for which I qualified, only to get to the self help desk and see I have 0 points played out and 0 tickets available, where I know for a fact that between the 18th of Feb and the 21st of Feb I at least earned minimum of 30 points. I report it at the MVG lounge where I'm supposed to be a most valuable guest, but get told the managers are busy and cannot attend to me now. I return just after midnight to the MVG desk and am told same story, managers are too busy. This type of customer service is ridiculous and needs to be rectified and I feel I should be properly compensated for the time, money and traveling I did since the draw qualification started. It would have been all fair if the draw was just cancelled but imagine the riots from all the \customers". So to save themselves they ok with disappointing a handful of clients and keeping majority happy instead of being fair to everyone. Ashamed"""