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.
firstly, I will totally agree it was an awful way to do it.
however it was offering 200% not just 2x, and I actually think not many people were affected by it -- from that time it was just this very high profile case that came to light i think not many were affected as it did literally warn twice what would happen if you cancelled, and the terms were set before joining the bonus, so you have to consider a) people participating should be aware of the terms b) the higher offer making people realise there has to be a 'catch' c) it warned twice before cancelling what would happen if you did cancel, each time having to submit. ]
in some ways, I don't want to dwell on this one case, because I think it has been rectified, when helping write this thread i felt it important to raise it again, because, it was glaringly obvious we didn't conduct it the best way, in the original terms, or how we dealt with the complaint initially, but we eventually saw the errors we were making.
actually, as an aside, when i first joined their moderator team, i wasn't even aware of this drama as it happened some months before, but when i became aware of it, i was quite shocked, but in earnest discussions, i realised it was a genuine human and basic error, rather than purposeful predatory and greedy like behaviour that led to this and i was actually thanked for being so candid about where and why i think they went wrong.