I was in the same situation few years ago. I forgot to tap one checkbox if i remember correct. The support answered that it my mistake and they wouldn`t do anything. They were right but i was disappointed - i was a newbie and even didn`t saw that checkbox. So you got nice support and this is really matter, when the support can help gamblers and try their best to do it the best way.
It is difficult for me to accept welcome bonuses, there are things that I do not understand well, I thought that the bonuses were an additional money that the casino gave to be able to bet more and if it was won, obviously it could be withdrawn, but because I have taken many mistakes when I have gone to withdraw I have had problems, when I contact the support of some sites the only thing they tell me is that I have not been able to meet the conditions for the bonus, and one of the conditions is that I have to bet an amount very big money 10 times, another 30 times, they call it "wagering".
For not knowing about these conditions I have lost money, that is why I advise some casinos to give bonuses without so many conditions, because it confuses me a lot.
Yes, this is the same situation. If you join casino just for gambling, you don`t think about this moments and when you hear about these bonuses it may be too late to get it. This is the difference between professional bonus hunters and simple gamblers. And i don`t think that casinos will change smth - they don`t want to give their money to someone if they can don`t give it.