There are some envisaged reasons why bonus chips may disappear from the bonus balance, here are them:
- Bonus wagering was done dishonestly (our system found that during wagering customer practiced forbidden schemes, strategies, or obtained bonus dishonestly). In this case, bonus has been cancelled, and all wagered chips forfeited
- Bonus wasn’t exchanged till its expiration date
- Another bonus was activated, before the chips from previous wagered bonus was exchanged to real money.
If you believe, there might be another reason of bonus chips cancellation, please contact customer support representative for clarifications.