Welcome Bonus Problems & Fixes
Most welcome bonus complaints trace back to a handful of avoidable issues. Knowing them up front saves frustration, because once a rule is broken the bonus and any winnings can be lost. This guide runs through the common problems and how to prevent them. Always check the current terms on the promotions page, as rules vary by offer.
Bonus not credited
If the bonus does not appear after your deposit, the usual reasons are a deposit below the minimum, an excluded payment method such as certain e-wallets, or a missed opt-in or promo code. Check the qualifying minimum, eligible methods and any code on the promotions page before depositing, and opt in at the right moment rather than after the deposit clears.
Losing the bonus during play
Several rules can void bonus winnings. Wagering set too high may be unrealistic to clear in the time given, and if the time limit expires the bonus and its winnings are forfeited. Exceeding the maximum bet allowed while wagering is active can void the winnings outright. And you cannot withdraw while an active bonus still sits in your bonus wallet, so the balance has to be cleared first.
Frequently asked questions
My winnings were removed. Why?
The most common causes are exceeding the max bet allowed while wagering was active, or running past the bonus time limit. Both can forfeit the bonus and its winnings. Review the max-bet and expiry terms before playing.
Why can't I withdraw with a bonus active?
While an active bonus sits in your bonus wallet, withdrawals are blocked until wagering is complete. Finish or forfeit the bonus first. Note FICA verification is also required before any first withdrawal.