Sunbet - False Bonus Activation + 8 Days No Resolution - R290 Deposit for R145 + 50 Spins

On 18 Aug I received a Sunbet pop-up promo for Bounty Raid: 50% Match + 50 Free Spins. I entered the promo code BEFORE depositing and the system confirmed "successfully activated". Based on that confirmation, I deposited R290 to claim R145 bonus + 50 spins.

No bonus was credited.

Same day I contacted support. A manager called me (Nonhlanhla) and ADMITTED it was a systematical error on Sunbet's side - the message should have said "expired" not "successfully activated" because the promo was no longer active. She said it would be escalated to Marketing for review/possible compensation as it was not my fault.

Today is 26 Aug - 8 days later. I have had ZERO proactive updates. I have to chase Sunbet every time. Each agent promises "resolution within 24 hours" and nothing happens.

How long must we wait for assistance? Here is my experience TODAY 26 Aug with screenshots:

- 09:30am - Started trying to reach live chat - 11:39am - Position 35 in queue - 11:50am - Position 28 in queue, then moved back to 33rd - 12:12pm - Finally connected after 2 hours 42 mins waiting - 12:20pm - Agent said "I'm looking into your query" - 12:46pm - 26 minutes later, no reply. Only automated messages: "All of our agents are currently assisting other customers. Please hold..." - 12:53pm - 33 minutes after connecting, still no real reply - 13:25pm - 1 hour 15 mins after connecting, 3h55m total today, I had to end the chat unresolved

My bonus from 18 Aug is still outstanding.

This is false advertising. Your system confirmed activation, took my deposit, you admitted it was your system error, and then ignored me for 8 days.

What I want: 1. Formal apology 2. Refund of R290 deposit + goodwill bonus OR 3. Honour the original bonus + goodwill bonus

I'd like a goodwill bonus for 8 days of inconvenience and 3.5 hours waiting today.

Account Username: Skairipa Issue Date: 18 August - Bounty Raid 50% + 50 spins promo Amount involved: R290 deposit

Screenshots of queue numbers, automated loop, bonus promo and deposit available upon request.