We’re truly sorry for this inconvenience @CoreyM. I can see that this was already escalated by CS for you. Once there’s an update regarding this escalation, you will be notified via email.
The whole thing is kind of useless. My prizes are small every single time. I’m sure these are programmed based upon deposit size and losses. I would bet 5% or less actually end in a withdrawal
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They are not, it is issued randomly.
I have the same exact problem and I’m still waiting on resolution.