@hennabenna Okay, I understand your situation and I get your point too.
If I were you, I wouldn't have waited for so many days to get a response from them - some support team can be quite unhelpful and very slow to make any response, escalated or not.
If the deposited amount isn't much, say between 20-50 GBP/EUR/USD, I would simply drop the issue and play on without the bonus. I would be more careful the next time, maybe not even making another deposit at that same casino (have done at some other casinos before).
Anyhow, if getting a clear answer and response from them is more important to you, then you just have to be patient and hopefully they will respond in due time.