Hey ultrathegoat,
[...]
Thanks,
Razer
Thank you for your very prompt reply and swift action addressing this issue once it came to your awareness. If I may add and be blunt, I have to agree with khaled 0111 and JeromeTash, one thing that bugged my mind when I first read OP's screenshot was that your customer service department could have been nicer to their... well, customers. Granted, we only saw snippets of it, so we don't know the full context and the flows of their discussion, but this whole situation can be at least minimalized if the customer service handled it a bit nicer.
Moving up, I understand that the situation is an interdepartmental miscommunication? Your security team missed the reply from the provider and your customer service department didn't escalate OP's case to the security team? I believe Rollbit can learn a thing or two from this issue.
That said, for OP, if you can confirm that you've received the withdrawal --as well as the bonus-- and don't have more things to add, it'll be nice if you can edit the thread title and marked it as solved and lock the topic. The button for locking this thread is at the bottom left of the page, while you can mark it as solved simply by adding "solved" or the likes on the title through editing your first post.