I deposited $1000 at bet365 and got a 20% $200 bonus, I lost everything except $1 dollar. Since I playd between 5 and 7 dollars pr spin I just let it be there and made a new deposit of $1000, this time without a bonus. I thought everything would be fine now, I hade a couple of nice spins and won it back to $2000. When I checked the cashier it showed that only 1800 was able for a withdrawal.
Is this how it should be? Since I had $1 left I'm supposed to "lose" $200? If I had played $1 pr spin I would of course have spent it before deposit, do I really have to go down in stakes to "remove" the bonus wager?
This is what Coustomer support told me:
Lee F has joined this chat.
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Lee F Hello, welcome to bet365 Live Chat. How may I help you?
Marius Hi, I just deposited 1000 dollar and got 200 in bonus, then I lost everything and deposited 1000 dollar more without bonus, why is the bonus still in my "withdrawal terms" when I bust the first time the next deposit can’t be reflected by the first bonus that I lost both bonus and deposit ?
Lee F Can I take your username and four digit security number please?
Marius security number on the visa card?
Lee F The four digit security number is a number that you selected when you opened your account and is usually a memorable number to yourself. We ask you to provide this before any action is taken on your account to ensure it is the account holder that we are corresponding with.
Marius I have no idea, I have written both my password and username to talk to you, I can’t remember any code I'm afraid, can it be XXXX?
Lee F XXX is correct thank you.
Marius okay good
Lee F Please allow me a few minutes to review your account with regards to the bonus.
Lee F Thank you.
Lee F Thank you for waiting. I have reviewed your account and can see that you had $1 left of your bonus when you made your second deposit thus keeping the bonus and its wagering in effect. What I can do is remove the bonus from your account which will leave your $1801.85 cash balance, would you like me to do this?
Marius lol are you kidding so just since I did not play that last 1$ you remove 200 $ from my account?
Marius when I play 5-7 pr spin, that really matters?
Lee F One moment please.
Lee F After reviewing your gameplay I can see you used the majority of the bonus funds but did not use them all. As you then deposited funds you kept the bonus active on the account and have continued to wager towards the wagering requirement and your winnings have been credited to your bonus balance updating it back to the original $200. As you had spent most of the bonus funds should you now wish to have the wagering removed we would also need to remove the bonus.
Marius lol how much have I wagered and what’s left?
Lee F The options available to you are to keep the $200 bonus on the account and continue with the wagering requirement or have the bonus removed leaving your $1801.85 balance.
Marius yes, but how much have I wagered and have much left is it? Where can I find this numbers?
Lee F The wagering requirement for this bonus is x25 times your deposit and bonus. Based on your deposit and bonus this equates to a total of $30,000. You have so far wagered $5,388 towards this.
Marius okay ty, This is just so silly when I play 5-7 pr spin of course I don’t play one spin withe 1 dollar before I deposit more, I will never play at bet365 again....
Lee F Unfortunately the only means to find this from a customers point of view would be via the game history, the information may be used to calculate and track your progress. Of course you may alternatively contact our customer services via chat for an update anytime.
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