Promotion Pending

What it does

Every promotion bonus a player has claimed and not yet finished wagering. Release happens automatically when the player’s wagering reaches the target. Staff holding the Waive requirement permission can also release a grant by hand.

Where to find it

Promotions & Rewards -> Promotion -> Promotion Pending

Status labels

Pending - the bonus is granted and the player is still wagering toward the target.
Tracking - the player is wagering toward the qualifying turnover that will trigger the bonus. Nothing has been granted yet.
Expired - the offer window closed before the requirement was met. This does not unlock the player: an expired bonus with turnover still owed keeps the wallet locked.
Success - the requirement was met and the bonus released automatically.
Voided - the bonus ended with its requirement unmet. This now happens in one case only: the player’s balance ran out (see below). Older rows can also be grants an operator cancelled or the player gave up, which is no longer possible.

What the wagering lock actually blocks

While a player owes turnover on any bonus, three things are blocked at once:

Withdrawal of their whole wallet - the bonus is ordinary spendable balance, so the lock covers all of it, not just the bonus amount.
A new promotion - unless your site lets players take a new promotion while turnover is not finished, and the player is under the maximum. Both are set on Promotion Settings.
Game launch, where the promotion restricts which studios count. Where the switch on Promotion Settings is on, a player holding several bonuses can open only the games all of them allow.

A bonus is released the instant the player’s wagering reaches its target. Withdrawal unlocks only when every bonus the player holds is finished.

When a player holds more than one bonus

Bets count toward one bonus at a time, oldest first. The oldest unfinished bonus fills up first; when a bet is larger than what it still needs, the rest carries over to the next one. The other bonuses wait their turn.

So the player must wager the total of all the targets. A bonus that needs 3,000 and another that needs 5,000 take 8,000 of wagering together.

A bet that is cancelled or corrected is taken back from the same bonus it counted toward. A finished bonus can become active again this way - see Promotion Settings.
Bets do not count toward an Expired bonus, although it still keeps the wallet locked.
On the player’s page in the panel, the Bonus and Promotion tabs show each grant’s place beside its status: Counting now or Waiting. The export carries it as a Counting order column. The player’s own Bonus page shows the same order.

A manual grant is never refused because the player already holds a bonus. A bonus code, a birthday bonus and a Lucky Wheel cash prize are refused at the maximum while the switch on Promotion Settings is on, and are not limited while it is off. Each of them counts toward the maximum.

When the balance runs out

A player who has lost the bonus money cannot realistically finish the turnover, and would otherwise be shut out of every new promotion. So the system releases the bonus by itself, with its turnover unmet, when all of these are true:

Auto-release a spent bonus is turned on for your site (it is off until you turn it on) - see Promotion Settings,
the wallet balance is under the amount set there,
there has been no game activity for 24 hours - no bet, win or refund,
the player has no open bet - no unfinished round, and no sports or other bet still waiting for a result,
since the bonus was given, the player has played only at game providers where a late win can be matched to its bet. The platform team keeps that list and adds a provider once it has been checked. A player who used any other provider, a transfer-wallet game, or a game that holds a top-up (fishing) is not released this way,
no withdrawal is waiting, and staff made no withdrawal and no balance debit for the player since the bonus was given.

Every bonus that still owes turnover then ends together. In this queue it shows as Voided. On the player’s page in this panel it reads Auto-released - balance used up, with the date and the reason. On the player’s own Bonus and Promotion tabs it reads Ended - balance used up. The player can take a promotion on the next deposit. Only bonuses still in their normal running state are ended this way: if one of the player’s owing bonuses is in any other state, such as Expired, none of them is ended.

This is checked when the player opens their bonus or deposit page, never in the middle of play. No money moves. It is not a staff action, and neither a balance debit nor a staff withdrawal can be used to bring it about. A bet the system had to close by itself because the game never reported a result counts as open for 24 hours.

A released bonus can be restored. A game can hold something the system cannot see, such as free spins from a feature the player bought before the balance ran out. If money like that comes into the balance in the 30 days after the release, the bonus is put back and owes its turnover again, with the progress it had. On the player’s page it then reads Restored - money came back, with the date it was released. While it is owed, a withdrawal is refused, and it counts as an on-going bonus again when the player asks for a new promotion. The check is made when the player asks to withdraw or is given a new bonus, however much later that is, so money that arrived inside the 30 days is not missed. A win from a new bet placed after the release is the player’s own and changes nothing. A prize or free spin the game provider gives the player in those 30 days can also restore the bonus.

When the player holds more than one bonus, all of them are released together, and a restore puts back all the ones released at that moment, each in its old place in the counting order.

A cancelled bet does not bring a released bonus back by itself. If a bet that counted toward the bonus is cancelled after the release, its turnover is taken back from the bonus, and the bonus stays released. The refund is money coming back into the balance, so it can restore the bonus as described above.

What Waive requirement is for. It is how staff release a bonus by hand, for the cases the automatic rule leaves alone: a player who used a provider outside the checked list, a player staff debited or withdrew for, or a restored bonus you judge should be let go. It makes the player’s whole wallet withdrawable, which is why the permission is off unless you grant it.

Deposit turnover is a separate requirement and is not cleared by this.