The player from Germany reported that her money had turned into bonus money without activating a bonus, causing her to lose access after the page reloaded and her free spins disappeared. This had happened for the second time, with the first instance involving around 230 euros. The player sought a refund. The Complaints Team requested additional information and documents to investigate the issue but did not receive a timely response from the player. Consequently, the complaint was rejected due to lack of communication.