Check account verification (KYC) — Many operators only credit bonuses after identity, address, or payment verification is complete. Look for pending verification prompts or messages in your account.

Verify promo code entry — If a promo code was provided, ensure it was entered exactly as given in the promotion fields at deposit or registration. Do not assume capitalization differences are ignored.

Confirm deposit and payment method eligibility — Some payment types (for example, certain e-wallets or prepaid cards) can be excluded from bonus eligibility. Make sure your deposit method is permitted by the promotion rules.

Review time windows — Bonuses often require opt-in or must be claimed within a set period after registration or deposit. Confirm you acted within the stated timeframe.

Look for separate crediting — Welcome bonuses may consist of different components (bonus funds, free spins) that are credited separately and at different times. Check both your bonus and free spins balances.

Take screenshots of your account dashboard showing balances.

Save transaction receipts, deposit timestamps, and payment method details.

Record any promo code text you used and the exact place where you entered it.

Keep copies of the promotion terms that applied when you registered or deposited.

Pending verification: If identity documents are still under review, the operator may delay awarding the bonus until verification clears.

Ineligible deposit: Deposits from excluded methods, reversed transactions, or reversed bonus-triggering deposits will not trigger a bonus.

Opt-in required: Some bonuses need an explicit opt-in via a checkbox or a bonus selection during deposit—silently making a deposit may not be enough.

Game restrictions and contribution: Wagering contributions vary by game. Playing excluded or low-contributing games before bonus credit can affect qualification or how much counts toward wagering requirements.

Maximum bet and withdrawal rules: Operators often set max-bet limits while a bonus is active and may restrict withdrawals until wagering requirements are met; attempting to withdraw prematurely can forfeit the bonus.

Multiple accounts or bonus history: Creating more than one account can void bonus eligibility. If you previously claimed a welcome bonus, repeat claims are commonly disallowed.

Geolocation and local restrictions: Promotions vary by country or state; a bonus available in one jurisdiction may be unavailable where you are located.

Use live chat or email and include: your account username, the email used to register, deposit transaction IDs and timestamps, screenshots, and the promo code text if applicable.

Be concise and factual: state the exact steps you took, when you deposited, and what you expected to happen.

If the first response is unsatisfactory, ask for escalation to a promotions or payments specialist and keep records of all correspondence.