If your balance has changed or appears lower than expected, it is usually due to bonus rules or system processes. Below are the most common reasons and how you can verify what happened.
1. Bonus Wagering Completed – Maximum Win Cap Applied
Some bonuses include a maximum win limit.
If your winnings exceed the capped amount, only the allowed maximum is transferred to your real-money balance. Any excess winnings are removed in accordance with the promotion terms.
You will receive a notification showing the amount credited. This message is also available in your Notification Centre (bell icon).
Why Your Balance May Look Different
- Funds may have been transferred from your bonus wallet to your real wallet during gameplay.
- If you continued playing after the transfer, additional wins or losses may have changed the final balance.
You can review exact amounts in your Transaction History or Game Logs.
2. Small Bonus Balance Removed (Below €/$5)
If your remaining bonus balance is below €/$5, it may be automatically removed when you:
- Make a new deposit
- Claim another bonus
- Activate free spins
This prevents overlapping bonuses and complex wagering calculations.
If your bonus balance is above €/$5, it remains active until completed, expired, or forfeited.
3. Playing in Demo Mode
If you were playing in demo mode, no real money was used.
Important:
- Demo mode uses virtual credits only.
- Games may switch to demo mode after inactivity or logout.
- Demo winnings do not affect your real balance.
Always confirm you are logged in and playing in real-money mode.
4. Bonus Expired
Bonuses are time-limited (commonly 7 days, unless otherwise stated).
If wagering is not completed before expiration:
- The bonus balance and related winnings are automatically removed.
- Expired bonuses cannot be reinstated.
