Hi everyone, a ~100% bonus was applied automatically on a $100 deposit without a clear opt-out. My balance peaked around $1,600, then dropped to $585.05 at “unlock”/cashout. To qualify for the bonus unlock, I had to wager over $7,000 in total, which made it very unlikely to keep a balance close to the peak.
Support says the maximum amount that can be unlocked is capped at 100% of the bonus and any excess is confiscated. I’m challenging this due to lack of clear information at deposit/in-game and the disproportion between the bonus amount and the sum removed.
Has anyone faced the same situation and managed to get a full/partial refund or a goodwill gesture? What steps and evidence made the difference (screenshots, betting logs, dated T&Cs version, detailed calculation, internal escalation, mediation/ADR)?
Quick facts:
Deposit: $100; bonus auto-applied; no explicit opt-out seen before playing.
Total wager to unlock: >$7,000.
Displayed peak balance: ~$1,600.
At “unlock”/cashout: reduced to $585.05.
Support’s position: unlock cap = 100% of the bonus; excess confiscated.
Case in progress: withdrawal/ticket submitted; can share ID via DM if helpful.
What I’m looking for:
Real outcomes from players who obtained a review (refund/goodwill) in similar cases.
The exact clause and dated T&Cs actually applied, plus the step-by-step calculation leading to $585.05 (cash/bonus fund order).
Effective escalation path: who to contact on support/moderation and whether mediation/ADR helped.
Attachments I will add:
Screenshot 1: deposit + bonus applied (with timestamp).
Screenshot 2: bonus “unlock” showing the confiscated amount and final $585.05 balance.
