pokerstars casino bonus expired while withdrawal was still under review, is that normal

had this happen last night - my bonus was technically still active when i cashed out, but then got an email saying it expired during the withdrawal review. not talking a small amount either. i met all the playthrough before requesting the withdrawal, but now support is saying since the bonus “timed out” before my cash landed, it’s void. can they really do that?

feels a bit off. i know with roulette bets and sports promos, timing usually locks once you claim or start your bet. i was under the impression the withdrawal process basically freezes your bonus state, but apparently not here. anyone else run into this? was your balance affected or did you get the runaround too?