Maybe there is a technical reason why the support personnel had issues with your account and it isn't something that affects all other players. I believe we would have seen many more complaints if that was the case. Perhaps the support agent you spoke to is new and not yet accustomed to deal with matters such as this. Maybe there were restrictions on the information they could retrieve, put there by their supervisor and senior staff for some reason. Anyways, everything is well that ends well. Good luck with the free spins!