Seriously dissapointed

We had a game account for many years. We use the account and when cash advances are needed it was available. We got bonus and paid the account up. We used it again and asked for an advance and was declined as there needs to be 3 months transactions on the account. So paying your account in full actually stands against u and not as a good payer. We ask to get feedback on our enquiry and get told its not possible and no reference so assume we will be ignored.. really dissapointed by this service especially when u are a good account holder.