The fact that you stop wagering makes you lose your loyalty points, it must be on their terms of service, something like "if you stop gambling for 6 months you lose your points", i don't have time now to look at their terms of service, but maybe the support can give you the exact point in their ToS about this topic.
The right way to fix this is with their support, if they don't answer in chat then try by sending a mail.
If that was the reason why when i stop playing 2015 and back 201y and back again 2017 I still have the same points and continues earning??
Why when tell.me 2.6 millions I have a phone and later no have phone??
Why in 2022 they told I still have my account and talk with Monty vip agent
. And he offer me a bad deal...
Why now I have zero point because they ahave now a program of that points... and like I say I playing all the years... for my account still active. When points I earned.. they don't have a program and email.told.me always in future you can... future seems today. And now say I have zero. So no matter anything of play or not...