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 some steps you can take to figure out what happened and even potentially recover your bonus. Let’s take a look at some practical solutions and key questions to ask before submitting a complaint with us.
Potential Solutions for Bonus Removal
- Review the bonus T&Cs:
Bonuses can come with strict terms. If you fail to meet even one, it can result in a removal of your bonus. Check if you accidentally violated any
wagering requirements
or minimum bets. And take a look at the fine print. - Check the expiry date:
Some
casino bonuses
come with an expiration date. And some may need to be used within a set time limit. The bonus might have been automatically removed if you didn’t use it in time. - Look for bonus stacking restrictions:
Many casinos don’t let you have multiple bonuses active at once. If you’ve claimed a new bonus without finishing the previous one, the first might have been cancelled. - Contact customer service:
Sometimes there can be a system error or technical issue. A quick chat with support could help restore your bonus. Or at least let you work out why it was removed. - Verify your account status:
If your account is under review or has a pending ID verification, the casino might temporarily suspend bonuses. Ensure you’ve provided all relevant documentation to verify your account.
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. Your bonus might have been forfeited if you placed a bet higher than allowed by the casino. You can review your bet history in your account to see if this was the issue.
Have I checked the bonus expiry terms?
If the bonus had a time limit and expired before you met the conditions, it may have been removed. Double-check the expiry details to see if the removal was a timing issue.
Did I fulfil the wagering requirements?
The casino may remove the bonus if you don’t meet the wagering requirements within the time required. Ensure you weren’t just a few spins away from completing it.
If You Still Need Help
If you’ve checked all the above and still think you’ve been unfairly treated, submitting a formal complaint is the next logical step. Complete our Report an Issue form and we’ll contact the casino to see if we can help you get your bonus restored.