Basically 5 years ago when we did our first deposit bonus , the cancellation policy was that if you cancel the deposit bonus without finishing the wagering requirements , you forfeit the balance ( deposit + bonus ), while the user was informed 2 times before cancelling it that this would happen , this was a thumble on our part , and we quickly re-worked the terms of the deposit bonus so that this never happens again . ( we also refunded the user 2 btc ) .
I have never used a deposit bonus on any of the casinos I have played on, so I don't know if the way you handled the bonus cancellation policy was normal on other platforms as well. But I don't think it was, and honestly, it was an awful way to do it. I can't help but wonder if and how many other players lost their coins due to that policy of yours. It's a positive thing that you changed it, but negative that it was there in the first place.