Did the time limit expire? I think I received that email three times, but I only got the bonus twice. One time, I had to wager within a week, but I didn't check the date I received the email and miscalculated the timing.
If you've met the requirements, you should tell customer support that you received the email on that date and met all the conditions within the required time. Even if you’re in the right and they still deny your bonus, you should post a screenshot of your chat with customer service here. Good luck, bro!