Bonus Type

Article Title
Bonus Types

Category
Deposit and Bonus

General Information
There are multiple types of bonuses available to players, each with different requirements and rewards. Bonuses may or may not require wagering before becoming withdrawable and can be viewed directly within the player’s account.

Purpose / Objective
To guide agents in understanding the different bonus types, how they function, and where players can view their bonus activity.

Scenario / Use Case
A player has questions about how bonuses work, what type they received, or how to use and track bonuses.

Step-by-Step Instructions

Where Players Can View Bonuses

Players can find bonus activity in:

• My Account > History > Transactions History > Bonuses
• My Account > Bonuses > My Bonus Activity

Bonuses WITHOUT Wagering Requirement

These bonuses do not require gameplay before being awarded, but typically cannot be withdrawn.

1. Bonus Money upon Login

• Example: “Login and get $5 free gameplay”
• Added immediately to Real Balance
• Can only be used to play games (not withdrawable)

2. Free Games upon Login

• Example: “Login and get 5 free games”
• Ticket price fixed by promotion
• Identified by FREEGAMES banner on game
• Remaining free plays shown in-game
• Viewable in Bonus Activity

3. Free Games upon Deposit

• Example: “Deposit and receive 5 free games”
• Same functionality as login free games
• Triggered after deposit

4. Match-Up Bonus upon Deposit

• Example: “Deposit $100, get 50% match bonus”
• Bonus funds added to player balance after deposit

Bonuses WITH Wagering Requirement

Also known as “Play and Get” bonuses

• Require players to meet wagering requirements
• May require specific game types
• Once completed → funds move to Real Balance
• Can be used or withdrawn

1. Bonus Money upon Login (with Wagering)

• Example: “Login and play $50, get $5 bonus”
• Bonus added to Pending Bonuses

2. Bonus Money upon Deposit (with Wagering)

• Example: “Deposit and play $50, get $5 bonus”
• Bonus added to Pending Bonuses

Important Notes:

• If wagering requirements are not completed in time:
  • Bonus expires
  • Progress does not carry over
• Expiration date available in Bonuses tab

Buy X DBG and Get Y Bonuses

• Triggered when purchasing draw-based games (DBG)
• Bonus details appear on receipt after purchase
• Examples include:
  • Buy tickets → receive free games
  • Deposit + purchase → receive multiple bonuses

Bonus Interaction Rules

• Multiple bonuses can apply simultaneously depending on conditions
• Priority rules determine which bonuses are awarded when overlapping
• Deposit-based and purchase-based bonuses may both apply

Additional Information / Tips

• Always confirm the type of bonus before advising
• Clarify if the bonus is withdrawable or play-only
• Check expiration dates for all bonuses
• Use Bonus Activity and NeoSphere tools for verification

Variations / Related Questions Phrased Differently

• “What kind of bonus did I get?”
• “Why can’t I withdraw my bonus?”
• “What is a wagering requirement?”
• “Where do I see my bonuses?”
• “How do free games work?”

Common Issues / Troubleshooting

• Issue: Player cannot withdraw bonus

  • Bonus has no wagering requirement and is play-only

• Issue: Bonus not available

  • Check if requirements were met

• Issue: Bonus expired

  • Explain expiration and non-transfer of progress

• Issue: Player confused by bonus types

  • Clarify difference between real balance vs pending bonus

Case Logging Requirements

Continuous Promotions

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

Daily Promotions

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

Daily Spin to Win

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