Bonus Expiration & Missing Bonus

Article Title
Bonus Expiration & Missing Bonus

Category
Deposit and Bonus

General Information
Players may experience bonuses expiring or missing bonuses under certain conditions. These situations require verification of eligibility, account status, and promotional requirements before determining the appropriate resolution or escalation.

Purpose / Objective
To guide agents in identifying expired or missing bonuses, verifying eligibility, and determining when escalation is required.

Scenario / Use Case
A player contacts support stating their bonus has expired or was not credited to their account.

Step-by-Step Instructions

Bonus Expiration

• A player’s entire bonus balance may expireif ALL of the following conditions are met:
  • Player has not deposited
  • Player has not placed bets
  • Player has not received a bonus
  • Player has not made a withdrawal or deposit
  • For 21 consecutive days
• This only applies to non-depositors with no activity

Initial Troubleshooting

• If technical issues are suspected:
  • Perform standard technical troubleshooting steps first
• Only proceed to escalation if issue is not resolved

Escalation Criteria for Missing Bonuses

Before escalating, confirm ALL of the following:

1. Player met all promotion requirements

2. Player is NOT marked as a Fraud Suspect

   • If fraud suspect:
     • Inform player account review must be completed before bonuses are available

3. Player is NOT:

   • Self-excluded
   • In a cool-off period

4. Player has NOT opted out of bonuses:

   • Confirm Allow Bonuses box is checked

If All Criteria Are Met

• Escalate to leadership
• Inform the player:
  • Their account will be reviewed
  • Review timeframe: 3–5 business days

Common Bonus Scenarios

• Player missed promotion requirements:

  • Advise they did not qualify

• Player forgot to enter promo code:

  • Inform bonuses cannot be added retroactively

• Player confused demo vs free games:

  • Clarify demo mode is not real bonus play

Required Information for Escalation

Include in case details:

• Promotion date
• Promotion name and promo code
• Compensation amount
• Requirements met (Yes/No)
• Allow Bonuses enabled (Yes/No)
• Fraud Suspect (Yes/No)
• Self-Exclusion status (Yes/No)

Additional Information / Tips

• Always verify eligibility before escalating
• Use empathy when explaining missed promotions
• Encourage players to monitor future promotions and offers

Variations / Related Questions Phrased Differently

• “Why didn’t I get my bonus?”
• “Where did my bonus go?”
• “Why did my bonus expire?”
• “Can you add my bonus now?”
• “I missed entering the promo code—can you fix it?”

Common Issues / Troubleshooting

• Issue: Bonus expired

  • Explain 21-day inactivity rule

• Issue: Player didn’t meet requirements

  • Clarify promotion conditions

• Issue: Fraud flag present

  • Inform review must be completed first

• Issue: Missing bonus after eligibility confirmed

  • Escalate with required details

Case Logging Requirements

Escalation – Missing Bonus

• Owner: CS
• Escalation: Manager Escalation
• Category: Deposit and Bonus
• Subcategory: Automatic Bonus Not Added
• Subject: Missing Bonus
• Resolved: No

Did Not Meet Daily Promotion Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Daily Promotion
• Subject: Daily Promotion
• Resolved: Yes

Did Not Meet Promo Code Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Bonus Package
• Subject: Bonus Package
• Resolved: Yes