Thank you very much for the support and give me the 100 free spins.
Good to see the situation has been resolved and you've received your freespins
If the agent does not know how to find out the account then how to solve any problem with any account?
There sometimes may be a little diconnect between support staff and the team, or there could have been a technical issue that should have been escalated to a different department but wasn't. Good thing is they learn from experiences like these and you shouldn't go through this again.