I believe the message being displayed is because, when you subscribe to a bonus there is a requirement to wager the amount of the bonus a certain multiple (1x, 10x, 25x etc). Once you fulfil that condition all the money in your bonus balance will be moved to your real money balance where you are able to withdraw it. Your dashboard shows you the progress of your wagering. For some bonuses you can also choose to make a deposit (minimum 10€) and the bonus funds will go straight to your real balance without the need for wagering. I think that's why you got that message from customer support you mentioned in the above post talking about depositing more. Clearly our support staff require further training too to give more clarity.
Again I do wish to apologise for what you have gone through and I am very thankful for your feedback which I will most definitely use to improve our site and services so others hopefully have a more positive experience.
Well, in terms of using the bonus (100% on the first deposit or 20% +10 free spins), so when using a subscription to the first option of the bonus, you need to have winnings equivalent to х25 of your deposit, whereas when subscribing to the second option, you need to have x5 of the deposit amount. But at the same time, there are also KYC requirements, the verification of which takes place within 7 days, and it seems to me that withdrawal will also not be available without passing KYC, it would be much more honest for users to be unable to make a deposit in the absence of a passed KYC instead of making a refund, especially since the casino does not assume free spins for new users.