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The thing is that I didn't get my last win, I got just $5 and the reason is:
We have checked on your bet. Everything was calculated correctly 🙏
The case is you were wagering your bonus, and last bet was made with your bonus and deposited funds, so after this bet you were able to claim your bonus winnings, and the bet was counted as wager for the bonus 😊
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It was counted in your bonus wagering, and you were able to complete the bonus dear user.
The maximum amount of bonus payout to the main balance is x1.5 from the initially accrued bonus.
In case the bonus balance is more than x1.5 from the initially accrued bonus, the rest of the bonus balance will be deducted in an attempt to claim the bonus to the main balance
I completed the wagering requirements and claimed an additional $5, but where is my win from my last bet? Somehow I can't see the logic here. Support was pretty fast, but she just repeated the same things (as always), and I simply couldn't understand why the winning from my last bet wasn't credited. Why would they deduct that win and give me just $5, and the other $5 for finishing the bonus?
It has never been like that, every time the bonus money is played to the end and every bet counts, there are no balance reductions. I could have gotten a bigger multiplier, and what would happen? They would just take it all because "last bet was made with my bonus & deposited funds"?
I simply can't get it... so I would like some help about this one, what am I missing here?
The last sentence of their support response explains it quite clearly. If your last bet was made with a bonus and deposit funds, then the bonus wagering conditions still apply for such a bet, i.e. the balance is deducted if it exceeds the initial bonus balance by 1.5 times. It turns out that even if you got a multiplier of x800 in this bet, the result would still be the same, i.e. they would deduct everything that exceeds the initial bonus by 1.5. Most likely, their rules spell it out in more detail.
Honestly, this bonus policy isn't surprising because the casino will never do anything at a loss to themselves.