There has been a few people who have experienced some issues when claiming.
If you perform a forum search you'll find existing threads with information and advice within that may help too.
Sometimes clearing your browsers cache, cookies and browsing history and or try another browser can help.
The Samsung Team here can't access this promotion or your account so please contact Samsung Support directly.
You could try reaching out to Samsungs Media team on Facebook, Twitter, or Instagram. They might be able to help!
If your UK based then also try
> ukhelp@samsung.com
> www.samsung.com/uk/support/contact/
If not search for your own regions Samsung Support information.
I wish you all the best. 
