Very disappointed with yesplay services

I'm very much disappointed with the service I'm receiving from yesplay again. I deposited R150 on my account and my funds were allocated on my bonus. Funnny enough I'm unable to bet my lucky numbers using thus funds. I had to deposit another funds to bet my lucky numbers because everytime I attempted to bet was told insufficient funds. I can only bet casino games although still I'm unable to withdraw my winnings. My question is why was the money allocated as the bonus? And what's the point of having this funds as a bonus if I can't withdraw? And what happened to my R150 I deposited? Every time I raise my concern via Facebook I get a response after 2 to3 days and asked to send my ID number which I did but they have never bothered to respond. I'm very very much disappointed with yesplay services.