Missing or non-applied bonuses, free spins, or promotional credits

Confusion about bonus terms, wagering contributions, or time limits

Withdrawal issues related to bonus funds or wagering requirements

Verification problems blocking bonus activation or payout

Step 1 — Collect account identifiers: username, registered email, and the account ID shown in your profile or at the top of your support window.

Step 2 — Document the issue: take screenshots that show the promotion page, the time and date, the account balance before and after, and any error messages. If a promo code field was used, capture it.

Step 3 — Include transaction evidence: deposit receipts, transaction IDs, payment method details (last four digits), and the timestamp for the deposit or qualifying play.

Step 4 — Note the exact wording of the promotion: copy the relevant Terms & Conditions paragraph or quote the promotional description; do not paraphrase key restrictions like wagering or maximum wins.

Step 5 — Attach verification documents if required: government ID, proof of address, and a selfie for identity checks. Ensure documents are legible and current.

Step 6 — Open a support ticket: use live chat, email, or the site’s ticketing form. Provide a concise timeline, the collected evidence, and a clear request (for example, “Please credit the promotional funds” or “Please explain why bonus was withheld”).

Account ID and registered email

Date and time of the incident (with time zone)

Deposit method and transaction ID

Exact promotional name as shown on the site

Attached screenshots and document scans

Desired outcome (credit, reversal, explanation)

Eligibility issues: Many promotions exclude certain countries, new or existing players, or specific payment methods. Check the promotion’s terms and provide proof of residence if requested.

Verification (KYC) holds: Bonus credits and withdrawals are commonly held until identity and address are verified. Upload valid ID and proof of address as instructed.

Wagering and withdrawal restrictions: Bonus funds are often subject to wagering requirements, max bet caps, restricted games, and time limits. If a withdrawal is blocked, request a breakdown showing how wagering was applied.

Promo code or activation errors: If a code didn’t apply, show a screenshot of the promo page and the code field entry, and confirm the exact time you tried to use it.

Already claimed or duplicate attempts: If the system flags a bonus as already used, provide evidence that you did not claim it and request investigation; casinos will check account history and IP/device logs.

Keep copies of all correspondence and ticket numbers.

Be polite and concise—support agents can escalate faster when requests are clear.

Always read the promotion Terms & Conditions before claiming or contacting support.

Remember that outcome and eligibility are determined by the operator’s published rules and your location, so expect variation between casinos.