Bonus Removed
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?
Have I checked the bonus expiry terms?
Did I fulfil the wagering requirements?
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.
Daniel helps you to find the best online casinos to play, with his well-researched, unbiased and accurate casino reviews. He uses strict criteria to only recommend the most trusted and reliable sites for you.
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