Most likely, your balance is not qualified for bonus exchange yet, this may happen because not all wagering requirements are met. Most likely, the following reasons stay below this:
- Bonus is not yet fully wagered.
- Your bonus has been wagered fully, but then you've played through it, and lowered the balance. (example: if magic bonus scheme is active), let’s say you needed to wager 600 chips, you've played through them, and went to play more, for example, 620 chips, but the balance wasn't in time exchanged to real money. So, in case this happens, your balance at the moment is not meeting exchange requirements.