Pending Sports Newbie

I'm new to sports betting and was trying to learn using the sign up bonus trying out different sports. I placed a R5 bet using the sign up bonus funds on a possible winner for cycling race and should win well over R2000 however my ticket is still pending 48 hrs after the winner has been confirmed... I called customer services and they escalated the matter yet nobody can explain the why the bet slip is still pending and my FICA had only proof of address outstanding yet when I submitted that via email I was told to resubmit my ID which I did and that has not been verified yet.