Help CenterThe usual reasons, in order of how often they come up:
You requested a withdrawal while the bonus was active
Requesting a withdrawal while a bonus with unmet wagering is active cancels that bonus and any winnings held in the bonus balance. Finish the wagering first, or accept the cancellation.
You cancelled it
You can cancel an active bonus yourself from the Bonus page. When you do, the bonus amount and any winnings generated from it are removed — this is confirmed at the cancellation step.
The bonus expired
Each bonus has a validity period. If it expires before the wagering requirement is completed, the remaining bonus balance is removed.
You hit the maximum conversion
Each bonus states a maximum that can be converted from bonus balance to Real Balance. Winnings above that maximum are removed on conversion. For the Welcome Bonus that cap is $2,000; for standard free spins, $100.
The reward was not claimed in time
Rewards that require claiming must be claimed by you. Unclaimed rewards expire at 23:59 UTC on the last day of the calendar month in which they were made available, and are not compensated. Unused free spins and unopened rewards do not carry over.
The bonus was not activated before depositing
Where a promotion requires activation before the deposit — like the Welcome Bonus — rewards are not granted retroactively.
You were not eligible
Players excluded from promotions — at their own request, under responsible-gaming measures, or under Section 11 of the Terms — do not receive promotional offers, spins or rewards.
Abuse
Abuse of promotions — multiple accounts, collusion, opposite or minimal-risk betting, exploiting errors, or systematically acting against the intent of a promotion — leads to cancellation of bonuses and associated winnings, exclusion from promotions, and possible account closure. See Prohibited conduct and account investigations.
If you think a bonus was removed in error, contact live chat with the date and the promotion name and we will check it.