If you've noticed your cashback balance has dropped or disappeared, there's a straightforward explanation. Cashback is tied to individual deposits and has a 30-day claim window.
How Cashback Works
Cashback is generated on a per-deposit basis. Each time you make an eligible deposit, that deposit generates its own portion of cashback — and that portion is available to claim for 30 days from the date of that deposit.
If you don't claim a portion of cashback within its 30-day window, it is automatically removed from your balance.
Bonus deposits do not count toward cashback eligibility. They neither generate cashback nor reduce your balance. Only real, eligible deposits generate cashback.
Why Your Cashback Balance May Have Dropped
Because cashback is tracked per deposit, your total balance is made up of multiple portions — each with its own expiry date.
Example: You deposit on the 1st of the month and earn £5 in cashback. You continue playing and making deposits throughout the month, building up more cashback. If you don't claim before the 31st, the £5 from your 1st deposit is removed — even if cashback from more recent deposits is still valid. This can make your total balance appear to suddenly decrease.
Cashback Reset After a Withdrawal
If your withdrawal has been approved, your cashback balance will reset. Any accumulated cashback from deposits made before the withdrawal approval is removed, and your balance starts fresh from that point.
This is expected behaviour and is not a technical error. Only deposits made after your most recent approved withdrawal will count toward your new cashback balance.
If your cashback disappeared at the same time as a withdrawal was approved, this is the reason.
Note: If your withdrawal is still pending (not yet approved), your cashback is only temporarily unavailable — it is not gone. If you cancel the withdrawal, your cashback will become claimable again.
