Hey there.
Just to understand the merits of this problem, may I ask you a few more questions? I feel this is quite related to what we call "mixed funds". So, please correct me if I'm wrong:
It's a situation when a player might feel like the bonus has ended, but from the casino's point of view, bonus terms still apply.
Usually, players have to withdraw the funds once the wagering has been completed, otherwise, those bonus limits are still active as the bonus itself.
Does it sound familiar, perhaps? I mean, in this particular casino, do you know when the bonus ends? It might be by completing its wagering requirements or by submitting a withdrawal request.
It probably sounds like a tiny difference, yet the consequences are huge.
So, just before I delve deep, could you let me know whether this situation is close to the problem you have with the casino?
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