I am in the same way as you. I have told the same thing to them and they have to explain why I have not received the free spins and how I would be eligible for the free spins.
Do you mind sharing an overview of your chat with the support rep? I'd the case already concluded or they said they're still looking into it?
The festive period usually comes with a handful of workers being off, so the appropriate team may not be readily available to help out