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Why Am I Not Receiving Bonuses or Rewards? | Troubleshooting Guide for Players.

Learn why bonuses or rewards may be missing and follow our troubleshooting tips to fix issues and enjoy all available offers.

Freddy avatar
Written by Freddy
Updated over 2 weeks ago

Understanding Bonuses and Rewards: A Complete Guide

Bonuses and rewards are central to the experience, offering players extra value, Free Spins, and bonus funds. If you notice that you’re not receiving expected bonuses or rewards, this guide will walk you through the possible reasons, solutions, and when to contact support for further help.


Types of Bonuses and Rewards You May Encounter

Bonus Activation Requirements and Eligibility

Ensuring smooth activation of bonuses often involves understanding system requirements and taking required actions like enabling marketing consent and properly initiating bonuses during deposits.

Deposit Bonuses & Free Spins

  • Automatically added bonuses based on the terms of your deposits.

    • Example: Deposit €50, get €50 bonus + 50 Free Spins.

  • Check the promotions page regularly for updated weekly offers.

VIP & Loyalty Rewards

  • Tailored bonuses for VIP or loyal players, often based on account activity.

  • May include cashback, reload offers, or exclusive Free Spins.

Level-Based Rewards

  • Earned by progressing through levels on the platform, unlocking rewards as you go.


How to Make Sure You’re Eligible for Bonuses

Enable Marketing Consent

Bonuses like welcome offers or deposit-linked rewards often necessitate the proper enabling of marketing preferences at the time of deposit.

  • Go to My AccountSettings Enable marketing communications.

  • Without consent, you may miss exclusive email or SMS offers.

Check the Promotions Page

  • Visit the Promotions or Offers section to view the latest available bonuses.

Monitor Your Email or SMS

  • Special offers may be sent to your inbox. Check spam or promotions folders too.


Troubleshooting Bonus and Reward Issues

Understanding Expanded Troubleshooting Scenarios

Players facing delayed bonuses or expired rewards can explore specific troubleshooting steps such as ensuring timely deposits and confirming promotional balance in their account.

If you are not seeing or receiving expected bonuses, follow these steps:


Clear Browser Cache and Cookies

  • This can resolve display issues or outdated information.

Try a Different Browser or Device

  • Sometimes switching browsers or using a mobile device can fix the issue.

Restart Your Browser

  • A fresh session may clear up any display glitches.


Understanding VIP and Loyalty Rewards

Contact Your VIP Manager or Support

  • VIP players can reach out for personalised offers or to ask if higher-value rewards are available.

Understand the Bonus Conditions wagering conditions are vital, and progress or tracking under "My Bonuses" ensures clarity to prevent wrongful assumptions.

  • Bonus amounts and conditions are often determined by the system and may be linked to recent gaming activity.


What to Do if Bonuses Still Seem Incorrect?

If rewards seem disproportionate or are missing despite following the steps above:

Contact Customer Support

  • Reach out via Live Chat or Email: support@wheelz.com.

  • Provide details about the missing bonus, your account email, and any relevant screenshots.

For VIP Players

  • Contact your dedicated VIP Manager for priority assistance.


Related Help Topics

  • How to Enable Marketing Preferences for Bonuses

  • How to Navigate the Promotions Page Effectively

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