Support team and betting agents dont understand their own terms and conditions

Its really difficult to get information out of supabets people regarding their promotional bonus, on their website it says the bonus must be rolled over 5 times at a minimum at a minimum odd of 1.1.

I called to clarify why my friends played odds of less than 1.1 and managed to withdraw it whilst i played it 6 times and couldnt withdraw. Themba (betting agent) told me its a different setting for different accounts, Neville told me to play my bonus on any odds and keep playing till my winnings are 5 times my original bonus, whilst Lisa from support told me the betting agents say one plays at odds of 2.1 and above only?

Why the inconsistency? Its just poor service and a lack of clarity if all departments tell you a different story. I have all the emails to back me up on my claims as well. I have not been able to withdraw my bonus because of these technicalities