Common causes
| What happened | Likely cause | What to do |
|---|---|---|
| Code rejected | Expired, wrong case, or not for your country | Check the promotions page and ask chat |
| Bonus missing after deposit | Deposit below the minimum, or excluded method such as some e-wallets | Ask support before you play the deposit |
| Free spins not showing | They credit on a specific slot or after opt-in | Open the named slot; check the bonus tab |
| Wagering not moving | Playing a game that counts 0% | Switch to a game that counts in full |
| Bonus and winnings removed | A bet above the max stake | Ask for the bet log; appeal if it was a casino error |
| Account flagged | Shared device, address or payment method | Send ID and explain; one account per household |
Checklist when a bonus fails
- Do not keep playing your deposit. Once you bet it, you may lose the right to the bonus.
- Open the bonus section of your account and note the status.
- Reread the offer terms: minimum deposit, methods, countries, opt-in.
- Contact live chat with screenshots of the offer, the deposit and the account page.
- Ask for the answer in writing. If you do not get a fix, ask for your deposit back without the bonus.
How to avoid it next time
Before every deposit, read four things: the minimum deposit, the excluded payment methods, the countries that are not eligible and the maximum bet while wagering. Take a screenshot of the offer page with the date visible. If the casino changes the terms later, that screenshot is your evidence.
If a new casino refuses to answer a clear question about its own bonus terms, that tells you how it will handle a withdrawal question. Our terms and conditions guide shows which clauses to check.