Dear themthem,
As Kristina described, when opting-in for bonus offerings, deposited funds and bonus amounts are merged into a single bonus balance. This is also evident in our bonus T&C's, which clearly state:
8. The client may request a withdrawal before meeting bonus wagering requirements. In this case, both bonus money and their derivatives will be removed from the player's balance and the remaining funds will be available for withdrawal.
9. When using an activated bonus, your withdrawable money should be used first and then your bonus money.
The 306 EUR win from the bet you've mentioned took place while you were still wagering the bonus. Following that win, your bonus balance was 313.54 EUR . This funds were essentially the derivatives of the bonus received , and therefore had to be removed upon your bonus cancellation , in accordance with our bonus T&Cs.
The live-chat support has explained to you that the 300 EUR bet was first deducted from your deposit amount, while the 306 EUR win derived from this bet was credited to your bonus balance , in accordance with point 9. in our bonus T&C's.
We hope this replies your question.
Moving forward, we wish you only positive experiences playing in Rollino Casino.
Kind Regards,
Rollino Team
Dear themthem,
As Kristina described, when opting-in for bonus offerings, deposited funds and bonus amounts are merged into a single bonus balance. This is also evident in our bonus T&C's, which clearly state:
8. The client may request a withdrawal before meeting bonus wagering requirements. In this case, both bonus money and their derivatives will be removed from the player's balance and the remaining funds will be available for withdrawal.
9. When using an activated bonus, your withdrawable money should be used first and then your bonus money.
The 306 EUR win from the bet you've mentioned took place while you were still wagering the bonus. Following that win, your bonus balance was 313.54 EUR . This funds were essentially the derivatives of the bonus received , and therefore had to be removed upon your bonus cancellation , in accordance with our bonus T&Cs.
The live-chat support has explained to you that the 300 EUR bet was first deducted from your deposit amount, while the 306 EUR win derived from this bet was credited to your bonus balance , in accordance with point 9. in our bonus T&C's.
We hope this replies your question.
Moving forward, we wish you only positive experiences playing in Rollino Casino.
Kind Regards,
Rollino Team