online poker site says my ticket win expired while account was locked

so i had a tourney ticket sitting in my account, won it from a promo a while back but then got randomly locked out after a flagged withdrawal. customer support finally let me back in last week but now they say my ticket expired while i was locked out, which feels kinda unfair since it wasn’t exactly my choice.

i’m not one to whine over small promos but i track all this stuff for a reason and this feels like a hole in their system. anyone here ever actually get support to reinstate expired tickets after an account lock? or am i dreaming?