CURRENT EDITIONEU guide · Bonus basics
Cash and bonus wallets: follow the ledger
An account can display several balances whose legal and contractual treatment differs. Understanding their movement is more useful than watching the combined headline number.
- Record deposited cash, restricted promotional credit and any separate winnings balance.
- When a round uses mixed funding, the resulting return may be allocated according to rules in the contract.
- Declining or cancelling a bonus may remove credit and bonus-linked returns, but the exact effect needs to be stated.
Identify the starting pots
Record deposited cash, restricted promotional credit and any separate winnings balance. Some accounts show these explicitly; others expose details only in the transaction history. A wallet label alone is not enough: establish which funds are staked first, where returns are allocated and what happens when a promotion ends. Local rules can restrict how original deposits are treated.
Track the debit and credit sequence
When a round uses mixed funding, the resulting return may be allocated according to rules in the contract. Do not assume all returns are cash because part of the stake was cash. Conversely, do not assume a bonus automatically makes every original deposit subject to the same restrictions. Ask for the accounting explanation and retain a short sequence of transactions that demonstrates the issue.
Use cancellation as a separate question
Declining or cancelling a bonus may remove credit and bonus-linked returns, but the exact effect needs to be stated. Before confirming a cancellation screen, read the amount identified as forfeited and what remains available. If a term is unclear, obtain a written answer. A vague warning that everything may disappear is not a useful substitute for a balance breakdown.
A detail worth checking
An account statement should explain adjustments as well as game outcomes. Entries such as bonus removal, conversion, manual correction and expired credit can alter the balance without a wager. Preserve the description and timestamp for each relevant adjustment. If several promotions overlap, ask which one an adjustment belongs to; otherwise a deduction from one wallet can be mistaken for loss in another. Reconcile the opening balance plus credits minus debits with the closing balance for each category. A combined total may reconcile while still hiding an incorrect allocation between cash and restricted funds.
Worked example · hypothetical
A three-line record
A fictional account starts with €50 cash and €20 bonus. After one transaction, the history shows a €2 cash debit and a €3 return into a restricted wallet. The record raises an allocation question; it does not by itself prove an error. Compare the transaction with the accepted allocation rule and ask the operator to reconcile it.
- Identify the relevant account event and preserve its original wording.
- Separate known facts from assumptions before drawing a conclusion.
- Use the applicable official source or complaint route when a material question remains.
Common questions
Is total balance the same as cash balance?
No. A total can combine funds with different withdrawal treatment.
Can I infer funding order from the wallet names?
No. Read the account rules and transaction history; names may be insufficient.
Sources & further reading
Read the source alongside the explanation. Rules and published terms can change; check the current official position where you live.
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