Here's some more information from my team regarding why wagering requirements have to work as they are, and why we can't just void wagering requirements, even if you lose all the winnings:
"If wagering requirements would be cleared when your balance would hit 0 (or you could manually cancel it), this would create some major exploits of our bonuses.
For example, users would get a zero-risk chance at using up the bonuses, and if they are starting to use up all of the bonuses, just cancel them to not eat into their original balance.
And if they were on a winning streak, keep playing until the bonus is cleared.
This would absurdly change the math of the bonuses and in a way print "infinite" free money for the user, with no risk-benefit attached to it.
Deposit bonuses exist to give you a higher chance at hitting the big wins, or to simply be able to play more, and this is balanced with the risk of potentially not clearing the wagering requirements.
An ever bigger exploit would be by users trying to clear their balance by starting multi-stage games with their remaining balance, being able to clear the bonus, and then finishing the multi-stage games, basically getting around any sort of necessary wagering requirements.
So this is obviously something we can not change, and there are good reasons why pretty most casinos follow this structure in regards to bonuses - because it is necessary to prevent exploitation of the bonuses, and being able to keep the math behind the bonuses working, to even be able to offer these bonuses in the first place.
The only way we could change this, or at least offer a new different type of bonus, would be if our casino was much bigger, and we were able to afford to giveaway straight no-strings attached cash to our users, based on a part of our profits.
But right now we're still at a stage, where many users are essentially trying to take advantage of our regular free spins, games and much more lenient rules on "not paying users", which pretty much all other casinos out there are extremely aggressive with blocking users for using certain strategies, not depositing money etc. None of which we do here, or want to do.
This obviously comes with smaller profit margins on our side, and we're currently not able to afford some type of giveaways that others perhaps can - but that usually comes at a cost of much stricter management and manipulation of their userbases, which we pride ourselves to not do."
I have a friend with the same problem, but I think that after 5 days they released him, I think he was using a VPN and that's why it was the problem, are you using a VPN by any chance? I don't know if he had to provide some kind of data so that they could release his money and he, like you, also activated free spins but did not lose them, he was carrying around 11mBTC at that time. I think Domingo can help you solve the problem.
The issue was solved some days ago already
