Bonuses question

Veggie Legs

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Can anyone help with with understanding how bookmakers offers work? Dealing with Bet365 customer service is like banging my head against a brick wall.

I logged in to my account last week to find that my balance was £0 when I know that I had money in there before. From the titbits I've picked up from the mostly useless messages from customer services, it seems that what's happened is that a bonus that I was awarded a few months ago had expired and the bonus balance had been removed because I didn't meet the qualifying requirements. I assumed the bonus just meant whatever they gave me in the first place, but is it actually all the winnings from 'bonus' bets as well? I also don't understand is how it's determined where the money comes from when I place a bet? If anyone can enlighten me I'll be very grateful.
 

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