Bovada Rewards Points Disappearing?

So chalk me up as the latest person having issues with Bovada. Few nights ago I deposited and had nearly $7800 of coin-in slot play, earning me almost 39,000 rewards points. So after I lose my money getting "reckless" 🙂 I tried to redeem the reward points which were worth about $31, and the form seemed to go through as normal but ultimately it just removed my reward points and never credited me the $31.

Support has been unsurprisingly worthless, not being able to either understand what's going on or explain why.

It's not that hard to simply look at my account's transaction history, see the reward points I earned, see my current reward points, and make the connection that something got lost or glitched out (account history shows when you redeem reward points).

This is getting frustrating because I keep assuring them my time is more valuable than trying to scam them out of $31 (if they think that's what I'm trying to do).

Has this happened before to anyone? I've never had issues redeeming reward points for bonus funds so this doesn't make sense to me how it would remove my points but not credit me anything.