Terrible terrible service

Good day, had a very bad experience with customer service regarding this online gambling site. On 14th November 2022 between 14:40 and 15:00 I loaded a one for you voucher on their site to top up my account. The funds were redeemed by Sunbet but it was not credited to my account. I have sent them so so many emails to their support email with no PROVAIL. They don't even reply back.. I spoke to a representative on their live chat site and was promised on that before the evening ends on the 14 th of November 2022 my credit will be loaded. Still now nothing. What service are they giving to their good customers I'm an MVG Gold member and my wife is a platinum member. This is terrible from them not even trying to sort out the problem Wich is from their side. They took the funds ?