Multiple Bonuses

Article Title
Multiple Bonuses

Category
Deposit and Bonus

General Information
Players can have multiple active bonuses at the same time. When more than one bonus includes a wagering requirement, they are applied in a specific order based on when they were received.

Purpose / Objective
To guide agents in explaining how multiple bonuses work, how ordering is handled, and what actions players or agents can take to adjust bonus order.

Scenario / Use Case
A player wants to understand how multiple bonuses are applied or requests to change the order in which their bonuses are used.

Step-by-Step Instructions

Bonus Order Rules

• Multiple bonuses can be active simultaneously
• Bonuses with wagering requirements are applied:
  • From oldest to newest

Viewing Active Bonuses

Players can view active bonuses in:

• My Account > Bonuses > My Bonus Activity

Changing Bonus Order

Deposit and Get Bonuses

• Player can reorder themselves
• Steps:
  1. Go to My Bonus Activity
  2. Select the desired Deposit and Get bonus
  3. System redirects to the deposit page

Play & Get Bonuses

• Player cannot reorder themselves
• Must be handled by:
  • Team Lead
  • Or treated as an escalation (Missing Bonus process)

Agent Actions

• If request is for Deposit and Get:

  • Guide player to select desired bonus

• If request is for Play & Get:

  • Escalate or consult Team Lead

Additional Information / Tips

• Always verify bonus type before advising
• Clearly explain difference between self-service vs escalation cases
• Use Bonus Activity page to confirm current order

Variations / Related Questions Phrased Differently

• “Which bonus will be used first?”
• “Can I change which bonus applies?”
• “Why is my bonus not being used?”
• “How do I pick a bonus?”
• “Can support change my bonus order?”

Common Issues / Troubleshooting

• Issue: Player confused about which bonus is applied

  • Explain oldest-to-newest order

• Issue: Player wants to use a different deposit bonus

  • Guide to select bonus in My Bonus Activity

• Issue: Player wants to reorder Play & Get bonus

  • Escalate or involve Team Lead

Case Logging Notes (Suggested)

• Player asked how to change bonuses → Deposit & Get

  • Advised to select preferred bonus and proceed to deposit

• Player requested change in bonus order → Play & Get

  • Advised escalation/request submitted