1voucher issue

My sister bought me a gift voucher for my birthday on the 31st of October at The Fix in Table bay. I received the voucher in a slip on my birthday 1st of November 2025 and my sister explained that there she was told there were no cards that's why it was in a paper slip but i could see all the details. On the 8th of Jan i went to the liberty promenade branch wanting them to assist me reprint the voucher as the numbers had faded. Firstly the consultant i spoke with was so rude and told me that its like a lost voucher there was nothing they could do. As a retail manager myself I told him that that was un acceptable as everything was there, date, store, time and amount, I asked him to call someone senior. After them not knowing how to help and making calls they now told me that the voucher i had was for Hollywood bets and i was more annoyed and horrified because how would i receive a Hollywood's bet voucher for my birthday. They told me there is nothing they can do but managed to reprint the voucher on the day and gave me 2 slips that i still have. They told me to tell the person who bought me the  voucher to go back to table bay and fix it there. Indeed last Thursday my sister went back as R500 is a lot of money. The table bay team apologized for giving her the wrong voucher and offered to assist her change it but to their surprise the 1voucher had now been redeemed on the same day i went to reprint it just 2 hours after i left the store. We would like answers and our voucher back as we know nothing about 1voucher or betting.