Few things are more disappointing than seeing your earned bonus disappear from your account. Whether it’s a misunderstanding of the bonus terms or a technical hiccup with the casino, it can feel like you’ve been short‑changed.
Thankfully, there are steps you can take to figure out what happened and potentially recover your bonus. Below are practical solutions and key questions to ask before submitting a complaint with us.
Potential Solutions for Bonus Removal
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Review the bonus T&Cs:
Bonuses can come with strict terms. If you fail to meet even one, it can result in removal of your bonus. Check if you accidentally violated any
wagering requirements or minimum bets, and read the fine print carefully. -
Check the expiry date:
Some casino bonuses have expiration dates or must be used within a set time limit. The bonus might have been automatically removed if it expired. -
Look for bonus stacking restrictions:
Many casinos don’t let you have multiple bonuses active at once. If you claimed a new bonus without completing the previous one, the first may have been cancelled. -
Contact customer service:
There can be system errors or technical issues. A quick chat with support could restore your bonus or explain why it was removed. -
Verify your account status:
If your account is under review or awaiting ID verification, casinos may temporarily suspend bonuses. Ensure you’ve provided any requested documentation.
Questions to Ask Before Submitting a Complaint
Was there an error with my bet size?
Some bonuses have maximum bet limits while they’re active. If you placed a bet higher than allowed, the bonus could be forfeited. Review your bet history in your account to check for this issue.
Have I checked the bonus expiry terms?
If a bonus had a time limit and it expired before you met the conditions, it may have been removed. Double‑check the expiry details to determine if timing was the cause.
Did I fulfil the wagering requirements?
Casinos may remove bonuses if wagering requirements aren’t met within the allowed time. Verify whether you were just a few spins away from completing the requirement.
If You Still Need Help
If you’ve checked all the above and still believe you’ve been unfairly treated, submitting a formal complaint is the next step. Complete our Report an Issue form and we’ll contact the casino to see if we can help restore your bonus.