Bad service agents don’t reply

Am struggling to reach you guys on the app . I recently opened it , and last I was told it was a duplicate , The bonus I was not given you guys then close the other account I was left with one account account with the bonus for soccer in it . But it has been hell I have lost over 10k with no single win or if I get free spins I only win maybe R100. But it has been hell I have lost over 10k with no single win or if I get free spins I only win maybe 100 . What is going on was my account set so that I don’t win . Was my account ringed