First deposit bonus

When will I receive my first deposit bonus? Payment made the morning of 10 April. Talked to them on 11 April, I was told to wait another 24 hours then it will show and again 13 April then it was escalated and also escalated 15 April. On 17 April I asked again and they responded with the terms and conditions. What am I suppose to do with that? 18 April a woman called and escalated it to the technical team since she can see I made a payment but the payment is not reflecting on my payment history. I emailed them again on 19 April and and 22 April with no response. Now it's 25 April and still no first deposit bonus. Is this a **** or what is going on?