Why was my bonus removed?

Why was my bonus removed? The usual reasons in one table

A bonus vanishing from your balance feels arbitrary, but it almost always traces back to a specific term. Start by matching what happened to one of these causes. Our questions hub has related answers on wagering and spins.

Expired spins and wagering deadlines

Every offer runs on a clock, and the clocks are shorter than many people expect. These are the windows in our partners' terms and help pages:

If a bonus disappeared exactly 1, 3 or 7 days after you claimed it, expiry is the likely answer. Our page on whether free spins expire on casino apps goes into the different kinds of deadline.

Withdrawing before wagering is finished

Many match bonuses are cancelled if you withdraw before meeting the wagering requirement. The 10bet help centre, for example, says withdrawing before wagering is complete forfeits the bonus and any winnings from it.

What can't be taken is your own money. Commission guidance says you must be able to withdraw your deposit balance at any time, even with a bonus active, and that wagering can't be applied to it. So if your bonus went when you withdrew, check that the full deposit balance arrived. Our guide on how to withdraw from a casino app covers timings, and cancelling a withdrawal isn't allowed under UK rules, so think before you tap.

Maximum bets, game lists and payment rules

Bonus terms often limit how bonus funds can be played. Casumo, for instance, caps bets at £5 while its bonus is active and states that game, play and payment restrictions apply. One stake above the limit can be enough for an operator to cancel the bonus under its terms.

Game lists cause the same problem. Spin offers are slot-only, and match bonuses often exclude table and live games or count them for less, which is why using a bonus on live casino usually isn't possible.

Payment exclusions usually stop a bonus being credited rather than remove one later. If your deposit came from PayPal, Skrill, Neteller, Paysafe or a prepaid card, check the £10 deposit rule for bonuses page for which partner offers exclude them.

Verification, duplicate accounts and sister brands

Coral's welcome terms say only one welcome offer is allowed per customer and the account must be verified. Coral and Ladbrokes are both run by LC International Limited (Entain), so one person may not be able to hold new accounts at both; see why you can't open accounts at Coral and Ladbrokes.

Terms also commonly cover multiple accounts and accounts used or funded by someone else. If an operator thinks one of those applies, it may remove the bonus. Our explainer on what counts as bonus abuse looks at those terms and their limits.

Identity checks should happen early. UK operators must verify your age and identity before you deposit or gamble, and they can't make a withdrawal the trigger for requests they could reasonably have made sooner. See how casino apps verify your identity.

When bonuses stop for safer-gambling reasons

Sometimes a bonus is withdrawn because of the operator's duty of care rather than anything in the offer. Under LCCP 3.4.3 on remote customer interaction (opens in a new tab), operators must look for signs of harm such as spending patterns or time spent, and from 12 February 2023 they must stop marketing and new bonus take-up when there are strong indicators of harm.

That can feel abrupt, but it's a protection. Automated decisions need manual review, and you can contest them. If the decision prompted you to think about your own play, the help and support page lists free services, including the National Gambling Helpline on 0808 8020 133, open 24/7. Self-exclusion through GAMSTOP also ends access to offers at every GB-licensed operator.

What UK rules say an operator can't do with your bonus

Bonus terms are your contract with the operator, and the Gambling Commission expects them to be fair and transparent under the Consumer Rights Act 2015. Key points from its guidance:

• No changing the deal after you opt in. The Commission's guidance on varying promotions (opens in a new tab) says operators mustn't vary or withdraw a promotion for a customer who has opted in, unless that's needed to prevent fraud or similar unlawful behaviour.
• No surprise bans. Its promotional play restrictions guidance (opens in a new tab) says terms must clearly specify every prohibited type or pattern of play, and operators can't ban play that wasn't set out in advance.
• No sole discretion. An operator can't reserve the sole right to decide what breaches its terms.
• An explanation. Where winnings are lost, you should get a full explanation of which restriction was broken.
• Your un-staked deposit stays yours. Terms can't let an operator confiscate money you deposited but didn't stake, except to meet a general regulatory obligation.
• Unclear wording favours you. Where a term could mean two things, the meaning most favourable to the consumer applies (Consumer Rights Act 2015, section 69).

What to do if your bonus was removed: step by step

1. Check the bonus or rewards area and your transaction history to see when the bonus was removed and what happened just before.
2. Re-read the offer terms and note the deadlines, eligible games and maximum bet. Take screenshots.
3. Contact customer support, ideally by live chat in the app, and ask which specific term was applied.
4. Ask for the explanation in writing, and keep copies of all replies.
5. If you still disagree, make a formal complaint using the operator's complaints procedure. The Commission's how to complain guide (opens in a new tab) explains this step.
6. If it isn't resolved within 8 weeks, or you get a final response you disagree with, take it to the operator's ADR provider. IBAS explains how to raise a dispute (opens in a new tab); the service is free, and registered companies agree to be bound by its decisions up to £10,000.

Disputes over bonus terms are a regular part of ADR work: in IBAS's figures for October 2019 to September 2020, 8.2% of disputes concerned bonus or promotional terms. Our guide on how to complain about a casino app has template wording.

Keeping a bonus from lapsing next time

None of this is about getting round terms. It's about knowing them well enough not to lose something by accident:

• Read the significant terms before opting in; they must be shown with the offer, not hidden.
• Note the exact deadline in your phone's calendar when you claim.
• Keep to eligible games and stay under any maximum bet.
• Decide before you start whether you'd rather keep the option to withdraw early; if so, a no-wagering offer or no bonus at all may suit you better.
• Turn down any offer you don't want. Opt-in must be your choice; operators can't enrol you automatically.

Offers with no wagering avoid the playthrough stage entirely. Our ranking of no wagering casino apps compares them, and reading casino app bonus terms helps you spot the risky clauses.

Welcome offers without wagering to lose track of

Our three partner offers here all pay spin winnings without wagering, though their spins still expire if unused. 18+ and terms apply.

• Coral Casino: for new players aged 18+. Make a deposit (some types excluded) and bet at least £10 on slots to receive 100 free spins on selected games, 10p per spin. You have 48 hours to accept and 7 days to use them, with no wagering on winnings. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards are excluded. 1 October 2026 to 1 February 2027.
• Ladbrokes Casino: for new customers aged 18+. Deposit and spend £10+ on slots to receive 50 free spins daily for 10 days, up to 500 in total, at 10p on selected games. Claim each day's spins before 23:59; each set lasts 7 days; no wagering. Deposits by prepaid card, PayPal, Paysafe, Neteller, Skrill or Moneybookers don't count.
• PlayOJO: for new UK customers aged 18+ outside Northern Ireland. Your first deposit of £10 or more brings 80 free spins on Big Bass Bonanza at 10p, with winnings paid as cash and no wagering. Claim via the designated offer link; it can't be combined with other offers.

Because Coral and Ladbrokes share an operator, LC International Limited (Entain), you may not be able to open new accounts with both.

18+. Every casino game has a built-in house edge, so over time you should expect to lose what you stake. Set a budget before you play and stop when it’s gone: safer gambling tools and support. Free, confidential help: National Gambling Helpline 0808 8020 133.