would you mind taking a screenshot of the conversation you've had with their support and posting it here instead of the copy-paste you posted. you can use this image hosting https://www.talkimg.com/ to upload the image and post the bbcode link that will be provided to you.

also, just to be clear, on your deposit, you never opted for their bonus but it was automaticaly opted to you by their casino? it looks like the welcome bonus is automatically applied(which I think is obsurd) on nitrobetting.eu, there is a case against them several weeks ago where the complainant recieved the first deposit bonus without opting for that bonus. as far as I know, the OP of that thread hasn't updated ever since.