should be visible on your account. Thus, you should have known about this and/or could check yourself before raising your complaint here with above written narrative.
The bolded kinda tells if he was able to see his progress, then he is an asshole who we shouldn't be helping because he is just trying to pressure the casino to get paid before completing terms. Kinda like an i'll show you scenario, you'll pay me or i'll make you look bad. Looks like he is the 1 looking bad.
With that being said, OP if you had no clue how to read or see your bonus progress you could have made a thread and asked how to see? You could have messaged support and asked how to see( although according to some support is useless). You could have messaged the casino rep here and asked how it worked and where was your progress. Instead you went straight to the worst case scenario and accused the casino of wrongdoing.
Your actions also convince me that the casino is likely correct that you exploited odds somehow and I would just tell you sorry we cannot help. Luckily for you, I am not the 1 handling your case and holydarkness is using his time to give you a chance.