Hello Robert,
Hope that you are well.
Thank you for your patience while we reviewed your account.
After reviewing the account activity, we can confirm that you participated in and played through our Welcome Bonus promotion, which was subject to a 40x playthrough requirement.
Once the required playthrough was completed, your account was flagged for verification, and the account verification process was requested. During the period while the verification was pending, the funds remaining in your account were still available for gameplay, and you continued playing with the available balance. As a result, the funds were subsequently spent during gameplay before the verification process could be completed.
Please note that the verification request itself does not place or reserve funds on your account. Until the verification process is completed and a withdrawal is approved, any available balance remains subject to the normal gameplay conditions applicable to your account and promotion.
We understand that this may have caused some confusion, and we hope the above clarification helps explain what occurred with your account and balance.
Kind Regards,
Stacey Ellison