Trip doesn’t honour its price match guarantee

So I had an approved hotel price match guarantee prior to my trip and was supposed to receive the coins one day after my stay. I’m now back in SG but was told that my compensation is rejected because for some reason “my account is under review and as such, certain benefits such as price match guarantee are being restricted”. When I asked for a clear explanation for why my account is restricted, they said they unable to tell me as it falls under internal policies and processes. I have been using the app in fair compliance with its rules, just booking of airlines and hotels, so i don’t even know why my account was flagged for review???

Help... my price match guarantee is almost $1k.

I have been a loyal Trip user and am at Diamond status but I guess I won't be using it anymore. Due to some benefits being restricted, the CSO even suggested I create a new account to get by which is stupid because it means I will start from zero and won't be able to enjoy the benefits I've accumulated thus far.

Very unfair for me and I guess I'm just trying to see if anyone has been in the same situation before and see what else I could try.