I had some free spins in one of the casinos and i won about 5 pounds. As with every casino there is a wager requiments and this one was x35. I wager more than 2000 pounds playing slots. In this casino they have a new feature that if you wager enough some of your winnings will be converted into cash and some still remain as bonus and as stated in the terms and conditions you can withdraw the cash at any point. When i tried to withdraw i received a message that i still have a bonus to wager therefore cannot withdraw the funds. No problem i went on to play more slots but this time wasnt lucky enough and lost remaining 500 pounds. When i kept trying to withdraw the funds i kept receiving a message that the bonus still needs wagering. After i lost the funds i wanted to make a deposit but before that i wanted to make sure i dont have any remaining bonus on my account. Upon checking i notices few bonuses still present from previous promotions and the balances remeining were quite big. I contacted customer service through a chat and they explained to me that they had a software problem which prevented removing the bonuses from players account and they were already aware of the problem long before i contacted them. They also said that any money spent could not be refunded. But here is the problem. The fault was on their side as i kept wagering the bonus which i didnt have to otherwise i would take the money out long ago and would not play anymore. I lost the money wagering a bonus which wasnt supposed to be there. I wanted to file a complaint but first i want to ask for an opinion if i have a chance of getting some money back as it was their fault. They at least should have sent an email to the players that they are experiencing software problem if they were aware of it for a long time. I dont know if there is any of my fault here as they say i should have contacted them when i noticed the issue which i obviously did. Please help!!