@nurzahan - I've spoken to our Customer Service team who have confirmed they are in contact with you, please refer to their advice for resolving the issue.
Unfortunately at peak times our live chat may be temporarily unavailable, if this is the case you will be prompted to leave a message and one of our support team members will get back to you ASAP.
Thanks,
Ronnie @ Cloudbet
Have to say Ronnie, your level of participation on this forum is impressive given the fact that you represent a brand and you're not a player or affiliate. Good stuff!