Same thing happened to me this week. Their system is so damn complicated, I stopped bothering and the booth was no help even when I showed them my $5 slip.
In a message dated 6/20/2014 10:16:30 A.M. Eastern Daylight Time, vpFREE_Detr…@…com writes:
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For future, I recommend holding on to the slip you get from the kiosk showing how much Bank Your Bonus you have built up. A couple of family members earned $5 in BYB but when we went to collect, there was nothing on the account. Fighting with the booth over $5 when you don’t have a slip showing you earned the free play could be done, but the booth folks would have to do some work to get your money reinstated and I don’t think they would put forth all that much effort.