vip wager missing

Had a big VIP free bet offer last week, came through email, supposed to be wager-free on slots. I opted in and made the qualifying deposit but the actual free bet never hit my account. Checked spam and promo tabs, nothing new from support since I reached out two days ago. This isn’t the first time promos disappeared after I finished their steps, but it’s especially annoying on the higher-tier stuff. Got me thinking if it’s a bug or if they just quietly limit accounts that chase promos too hard. Want to see if others have had similar issues before I push harder.