Free Vouchers Won not honoured nor explained

I won 2 vouchers at Nedbank Golf challenge and I did exactly what was stated call before specific date to get it loaded on to my account.

Then I was told it was loaded but my balance never increases for me to find out today that it does not show there and it was not explained that would not.

Now I get told it has expired, who would ever let free vouchers expire And they will not honour it, as it has been too long since Nedbank Golf Challenge 2019.