I don't think that's the reason, so they can reduce it at will. It's more [like the representative explained] it is determined by the system and was calculated by many different factor that they can't specify it down. For example, for user A, the bonus is calculated from 10% of his loss because he's currently losing <10,000 USD, 3% of his wager because he wagered 250,000 USD, and x% of the house edge and other factors. As you can see, his number will constantly change depending on these three factors only, it'll change with the game he played, with the outcome of his bet, and the amount he placed. Can someone really zeroing on the exact formula to calculate a bonus if it kept changing?
These sites highly advertise themselves as being provably fair and have detailed algorithms/calculations as to how their games are fair
If they wanted to disclose the bonus calculations they can easily do so as well
How do you propose they do this, to disclose bonus calculation? I can only imagine so many factors involved in that calculation which made it ever changing. If you have a good idea to simplify it yet keeping it realistic and appealing, maybe many casino will consider to do that.
Let's make an illustration, let's say someone played today, 1st of December 2023, from 00.00.00-23.59.59, within that time, he played a lot of game, which house edge were as following it [I just throw random numbers] blackjack [5%] 8 times in a row, roullete [7%] 15 times, several slots [2%, 6%, 2.5%] 5, 12, 10, another blackjack [5%] for 8 times, poker [9%] 3 times, different kind of poker [3%] 1 time, another different kind of poker [7%] for another 1 time, bacarrat [12%] 4 time, going back to blackjack [5%] for 20 times.
Certainly, that number also depending on the membership level, but let's say he stayed on that level. Another factor will be total loss, you're free to make up the scenario where he won or loss each of those bets, as well as determining the percentage earned from each result. Let's go with just these three factors and assuming
ceteris paribus.