I was playing with bonus and cash and had accrued over £3000 when I made the mistake of attempting a partial withdrawal. I reversed this immediately when i realised by doing so I had lost the bonus element of my winnings. The bonus did not reappear. At no time did I receive a warning via pop up that i would lose the bonus. When I contacted the casino they said I had received a pop up but I did not. They subsequently provided a good will 250 bonus and a gift.
I asked them to provide proof but simply got a message saying they agreed with previous answers given.
I of course would not have withdrawn the funds had I known the bonus would be lost.