May I guess here?
The player (and probably the support rep.) took a look on the comp points in the cashier. Now in case of Mansion some table games - which are counted for clearing the bonus - award 2 points per $10 wagered instead of 1 points per $10. Now if someone - who got used to other Playtechs - takes a look on the points, having 3600 points he might think that he wagered $36.000. In fact he only wagered $18.000. Therefore the player thinks that he has already completed the wr, and entitled to $700 bonus. When he gets only $350, confusion begins.
"Only your bad luck is visible -- your good luck often slips by unnoticed." Dan Harrington
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