I’m very sorry to hear about your problem with the cancelled withdrawal. Please, see below what is stated in Bonus General Conditions on the website:
"Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Coupons or promotional offers cannot be united. If at any time this should occur, winnings may be voided."
Mixing deposit bonuses and Free Chips is not allowed. If a player is found to be taking a deposit bonus and not reducing their balance to $5 or less before taking a free chip all winnings will be null and void.
Could you confirm for me if you have received any kind of approval from the casino management? If yes, please forward it to me. Having this approval would be crucial, as, according to the terms, winnings may be voided if you have a pending withdrawal request at the time of redeeming another bonus. Thank you very much in advance for your reply.