Hi There,
I have checked the account and see that when you made your deposit of 25, a bonus was added to your account as per our welcome offer.
Please note that when you have an active bonus, once you use all your real money balance and you then start to place bets with your bonus balance, then, any winnings that are accumulated from the bonus funds, will then be added to your bonus balance as per our bonus policy until the bonus is redeemed.
As you chose to cancel this bonus, all funds were removed from your account and this process is not reversible, I am sorry for any disappointment this may cause. For further information, you can refer to our bonus policy:
https://www.megacasino.com/bonus-policy/
You also contacted our support team via the live chat through your account and were advised of the above after you stated the following which admits you were aware of the bonus. This contradicts what you have told Casino Guru when you say you were not aware of the bonus:
"Hello, I have lost my entire balance of £11,841 due to a miss click on the bonus, I never wanted to cancel, I wanted to keep the bonus, I have accidentally pressed the wrong button, I had no intention to sacrifice the bonus. Can I please ask you to be so kind as to re-add the amount back to the bonus amount. I beg you to do this for me as I’m devastated, I know that you have the option to as I’ve seen in under number 11 in your terms and conditions."
@Casinoguru - We can provide chat transcripts if needed.
Thank you for your understanding.
Hi There,
I have checked the account and see that when you made your deposit of 25, a bonus was added to your account as per our welcome offer.
Please note that when you have an active bonus, once you use all your real money balance and you then start to place bets with your bonus balance, then, any winnings that are accumulated from the bonus funds, will then be added to your bonus balance as per our bonus policy until the bonus is redeemed.
As you chose to cancel this bonus, all funds were removed from your account and this process is not reversible, I am sorry for any disappointment this may cause. For further information, you can refer to our bonus policy:
https://www.megacasino.com/bonus-policy/
You also contacted our support team via the live chat through your account and were advised of the above after you stated the following which admits you were aware of the bonus. This contradicts what you have told Casino Guru when you say you were not aware of the bonus:
"Hello, I have lost my entire balance of £11,841 due to a miss click on the bonus, I never wanted to cancel, I wanted to keep the bonus, I have accidentally pressed the wrong button, I had no intention to sacrifice the bonus. Can I please ask you to be so kind as to re-add the amount back to the bonus amount. I beg you to do this for me as I’m devastated, I know that you have the option to as I’ve seen in under number 11 in your terms and conditions."
@Casinoguru - We can provide chat transcripts if needed.
Thank you for your understanding.