bet credit locked

Had some bet credits sitting in my account from a promo and now they're locked up and saying unavailable. No withdrawal, no using them for bets. I didn't do anything weird, just logged in, saw the notification and poof, can't touch them. Account is still active, not frozen. I've been pretty steady about not breaking any rules, no multi-accounting or bonus abuse - at least not unless they're changing what counts as abuse without telling us.

Not my first rodeo with casinos getting squirrelly when it comes to promos, but this feels off. I don't want to go tilting into support tickets or live chat if this is something simple or if anyone else is seeing it. Makes you wonder how much these promos are worth when they keep yanking them away. Anyone had this before and did your credits ever get released, or are they as good as gone? Just trying to gauge if it's worth the hassle.