On 1/31/2017 I made a deposit of 300£, and received a bonus of 300£, total 600£ (Welcome bonus). I had a few technical difficulties with the site so emailed technical support and waited for their response. Response received a day later and started playing on the 04/2/2017.
I had a bit of money left on the account and tried to finish it to make the balance reach ZERO, so I can make a another deposit and claim their 50% reload bonus. I thought my balance was zero and the previous bonus was removed, However for some reason I still had 3.60£ remaining on the account, therefore my previous bonus was still active. Which means 300£ x 35x wagering = 10500£.
When I made my second deposit of 800£ (2/04/2017) and receiving the bonus funds of 400£, I checked my wagering and I saw two bonuses. Obviously the first one was there because my previous balance of 3.60 was still on the account. Keep in mind now my balance is 1203.60£.
I emailed support and explained the problem however they did not seem to comprehend, I then proceeded on chat and requested to cancel my first bonus, remaining balance of 3.60£, so I can start playing with my 800£ + 400£.
After a 30 minutes conversation the service rep (Anna) did not understand what was going on. I was told she was new and wanted to verify with her manager. I gladly waited on chat until she verified the information. She said she just spoke to her manager, and was told they can't cancel the bonus because I had already started playing it. I said yes but I made a second deposit and my previous balance of 3.60£ did not reach ZERO, if had been ZERO we wouldn't be having this problem now.
Then after further explanation , she said they can't cancel the bonus. I was fine with that. I told her cancel all my bonuses and leave me my 800£ that I just deposited. Then she said you have no real money, only bonus. I confirmed with her that yes, once you claim a bonus the money you deposited becomes bonus money until you finish the wagering requirements.
She still mentioned that I had used my actual funds. At this point I don't know what to do, laugh or be furious.
I then explained to her that I did not place a single bet after my deposit of 800£, so where did it disappear. She then said I have too many chats open and I would like to solve this issue, I will get back to you by email.
I rather put this complaint here because their service reps and managers do not seem to understand the simple problem here.
I hope you guys can help and see what I am trying to explain here.