Case Study
Bonus Terms Confusion
Problem:
Users complained about misunderstanding bonus rollovers and wagering conditions — particularly that deposited bonus funds were not immediately available for betting and could block withdrawals.
Root Causes:
✔ Bonus terms buried deep in T&Cs
✔ Players unaware of rollover requirements
✔ Lack of in‑app explanations
Solution:
- Add bonus terms prompts during deposit and bet placement.
- Show remaining rollover requirement on the account home screen.
- Provide interactive tooltips explaining eligibility for withdrawal.
Outcome:
Player comprehension of bonus rules increased, reducing bonus‑related dispute tickets by ~40% and improving transparency.