Unfair treated

Good day. I would like to report a very unfair experience at star bingo in Durban southway mall. My husband went to the car and I was playing with his player card next to the machine that I was playing. So I hit the jackpot and they refused to pay out as he was outside. I called him. He came but they still didn't pay the jackpot. Sed we not allowed to use someone else's card. But he is my husband his not someone else. Pls can you help in anyway. Thank you