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We will describe the timeline of events so that it is easier to understand where the winnings originate.
You registered the account on the 8th of February via an affiliate and received a bonus of R450. You completed the wagering requirement for this bonus and your cash balance was credited with R1000. You continued to play that balance until reaching R1000.6. You then proceed to make a deposit of R200 accompanied by a 200% bonus as well as 100 free spins, after which you place a withdrawal request of R500. You then play the free spins associated with the deposit bonus for a win of R373. At this point your balance consisted of R500 originated in the Sign Up bonus, and R963 originated in the deposit and deposit bonus. Unfortunately, the deposit and deposit bonus were played down to 0 without completing the wagering requirement.
You continued to play the remaining R500 from the Sign Up offer until reaching a balance of R129, at which point you made your second deposit and receive a bonus of 250% and 50 free spins. You proceed to play the free spins and win R220. Afterwards, you claim two prizes from the Ice Age promo, consisting of two sets of free spins, and play them for winnings of R3.4 and R42.8. At this point, your balance consisted of R129 winnings from the Sign Up bonus in the cash balance, R220 winnings from the second deposit free spins, also in the cash balance, the deposit R350 and deposit bonus R875 both in the bonus balance as they are restricted by a wagering requirement, R3.4 and R42.8 winnings from the two sets of free spins.
You proceed to play the deposit and deposit bonus, as well as the two bonus amount from the free spins down to 0, leaving only the cash balance consisting of winnings from the second deposit free spins and the remainder of the winnings from the Sign Up bonus. You then claim a set of mailer free spins and play them for a win of R104.4. At this point, your balance consisted of R323.1 in cash comprised of winnings from the Sign Up bonus and the second deposit offer free spins, and R104.4 bonus balance out of the mailer free spins.
You continue to play the winnings from the mailer free spins, as per our Terms and Conditions item 2.2.5. The balance with an active wagering requirement will be put into play first, followed by the balance unrestricted by a wagering requirement. You play the free spins winnings until reaching a total balance of R2701 at which point the wagering requirement is completed for the mailer free spins, and your cash balance is credited with R2357.9, on top of the pre-existing cash balance, comprised of winnings from the Sign Up bonus an the second deposit offer free spins.
You continue to play this balance up to R3450.5 and reversed your withdrawal request of R500 (consisting of the Sign Up bonus winnings) and proceed to claim another prize from the Ice Age promo, a free bonus of R70. The bonus is then played down to 0, before moving on to playing the remaining cash balance comprised of the Sign Up bonus winnings and the mailer free spins winnings.
The balance is then played up to R4885.6 at which point you place a withdrawal request of R3500 leaving R1385.6 in your balance, winnings sourced from the two aforementioned bonuses.
You continue to play the remaining balance down to 706.2, at which point you claim a free bonus of R210 from the Ice Age promo. You continue to play the bonus down to 0, until reaching a balance of 681.2. At this point, the balance was entirely cash, originating in the two bonuses, the Sign Up bonus and the mailer free spins.
You proceed to play the balance until reaching R4000.2, afterwards you claim a bonus consisting of free spins, but you do not play the free spins yet. You play the cash balance until reaching R3994.1, at which point you play the free spins, however you do not win anything from the set of free spins.
You continue to play the cash balance originated in the Sign Up bonus and the mailer free spins up to R15433.9 and place another withdrawal request for R13500 leaving R1933.9 in your cash balance. You then claim another bonus from our Ice Age promo and generate winnings of R137. You proceed to play the bonus down to 0 and move on to playing the remaining cash balance.
You played the remaining balance down to R196.9, at which point you reversed your withdrawal request for R13500 and continue to play the entire balance until reaching R24037.6, at which point you place a withdrawal request of R17500, leaving R6527.6 in your balance. At this point, your entire balance had no other origin than the Sign Up bonus and the mailer free spins.
You continue to play the remaining balance up to R14884.6, at which point you claim another set of free spins, however they do not generate any winnings.
You resume playing the cash balance until reaching R13959.6, at which point your balance is credited with R82.5 as part of our weekly cashback promotion. You then place another withdrawal request for R9000, leaving R5042.1. You continue to play this balance down to R3926.6, thus rendering the cashback irrelevant.
You continue to play the remaining balance up to R8001.2, at which point you claim a free bonus of R210 from our Ice Age promo, and proceed to play it down to 0. You continue to play the remainder of the cash balance down to R0.2.
On the 18th of February the withdrawal requests for R3500, R17500 and R9000 are returned to the cash balance and a new withdrawal request for R28000 is placed, leaving a balance of R2000. You continue to play the balance up to R13000.3 and place a new withdrawal request for R13000.
When the withdrawal request was processed, it was determined that the origin of the winnings were in the two bonuses, the Sign Up offer and the mailer free spins received on the 10th of February, thus the withdrawal request was approved for 2800, as per our Bonus Rules item 2.1.9. Free Bonus/Spins withdrawal limits; Maximum withdrawal amount from free bonus money are as follows: (i). Basic maximum R1400, and the rest of the winnings were voided.
We have sent the records via email to your registered address so that you can follow the timeline of events as well.
Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.
Kind regards,
21 Dukes
