I am normally not the one to defend bookmakers, but you should show some more gratitude. You should be happy, that you - what it looks like - still get the bonus, although you didn't follow the instructions. Don't try to make the bookmaker responsible for your mistakes and moan, when technically they owe you nothing. They are showing goodwill and this should be appreciated (more).

While waiting for customer support to answer is always annoying, you and your issue are probably not the highest priority right now.