Cash deposit reduced and put into Bonus Blance due to funds inplay ? (MGS)

[Nottsogreen]

Just made a deposit at a MG casino (accredited, but dont want to name until resolved)

only a small £48 deposit (odd amount, but its a prefilled box!).

Upon VBV pass, i check balance and only £43 is in cash balance, and the other £5 is in bonus balance.

I asked chat to explain and this is the convo

You are now chatting with Monika
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Monika: Hi, welcome to live support, how can I help?
Me: hey
Me: I just made a deposit
M £ 48.00

Me: balance pre deposit was 0
Monika: May I take your login name or number please?
Me: for some reason you have put £5 in bonus balance
Me: ???
Monika: please bear with me
Me: k
Me: for clarity : I don't mean £48 PLUS £5 bonus
Me: its only credited £43 + £5 bonus
Monika: i can see that this £5 is not actually todays bonus
Monika: i can see you have funds in play on Level Up Poker Aces and Faces
Monika: i would advise you to clear bets in play
Monika: im going to add todays bonus for you now
Me: ok...But if that IS the case, where is the £48 deposit ?
Monika: 75% deposit match
Me: I don't WANT a bonus thanks
Me: don't want the WR that goes with it
Monika: i can see is on your account
Me: I just want the account to have the £48 I just deposited ?
Monika: not sure what you mean
Me: i deposited £48
Me: as per history
Me: i haven't bet ANYTHING

/cut for brevity, but basically manually corrected it./

Now i get that there may or may not be an unfinished game somewhere (potentially having used bonus there).

But should that enable them to "take" 10% of a NEW deposit and class THAT as bonus ?

(Its resolved now and is NOT a problem, but im interested to see others opinions.

 

[Jasminebed]

This happens when there is a bet in play from a previous bonus. Luckily they were able to tell you which game and they sorted it for you.

It happened frequently to me at 32Red for a very long time because of a glitch with one of the fruities where I didn't have an open bet.

It has happened also where I had an open bet.... sometimes a game crashes, you need to collect a win, or it's one of those games like Wealth Spa where you have to claim a bonus.

If the casino clears it up for you, that's great.

If you had a big win on the Level-up poker, (or other game for that matter) you might find a casino wants you to complete your wagering from the previous bonus. This is to prevent players from deliberately leaving a bunch of games when you've triggered the bonus round, and coming back without a bonus to play them out and avoid the wagering for the bonus.