I think @OP this would answer your question, and it looks like you won't be able to claim the bonus that was previously promised to you. Their support might have changed, as they are just employees, or the support might have made a mistake when they replied. However, if we really use a solid basis, we need to check the TOS, and unfortunately, the rules don't favor your concern.

I hope they'll see this thread and post their side here because what you brought up could affect their reputation in a bad way. Loyalty bonuses, in my opinion, are very valuable to us gamblers as they encourage us to remain loyal, with the expectation that we will be rewarded in the long run.