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„Why was my bonus not credited“ is what players type when the reward balance stays at zero after a qualifying deposit. The usual cause is that the deposit did not carry the required bonus code, or it was made before the bonus was selected.

Bonus and free spins missing after a qualifying deposit

The player finishes a deposit, returns to the lobby and sees the reward balance unchanged and no free spins available.

• The bonus code was not entered on the deposit screen.
• The bonus was not selected before the deposit was confirmed.
• The deposit method used is excluded from the welcome offer.
• Part of the bonus was already credited on an earlier deposit.
• The account holds more than one profile, so the offer went to another one.

1. Open the promotions page and read the welcome offer description in full.
2. Note the exact code the offer requires and the deposit methods it accepts.
3. Open the cashier and go to the deposit section.
4. Enter the code in the bonus field before confirming any amount.
5. Complete the deposit without leaving the cashier screen.
6. Return to the lobby and refresh the rewards area.
7. If the balance is still empty, log out and log back in.
8. Open the bonus history inside the account area.
9. Check whether the offer shows as pending or already claimed.
10. Claim the welcome offer again only if the history shows no record of it.
11. Take a screenshot of the deposit receipt and the empty bonus balance.

Contact support when the bonus history shows the offer as claimed but no credit ever reached the balance.

Deposits and withdrawals declined by account limits

The cashier stops a deposit or withdrawal and shows a message that the amount or the account has reached a limit.

• The requested amount sits above the maximum allowed per transaction.
• The account has hit its daily or monthly movement cap.
• The withdrawal exceeds what remains of the original deposit.
• The account is not yet fully confirmed, so larger movements are blocked.
• A bonus still in play restricts the amount that can be taken out.

1. Read the message in full and note which limit it names.
2. Reduce the amount to a lower figure and submit it again.
3. Split a large request into smaller ones only where the cashier allows it.
4. Finish any identity confirmation the account area still marks as open.
5. Clear the bonus balance by playing or forfeiting it before a withdrawal.
6. Try again a day later if the daily cap was the block.
7. Use a payment method registered in the player’s own name.
8. Keep a note of the declined amount and the message text.
9. Repeat the request once the named condition has changed.
10. Contact support when the same limit message appears for any amount.

Players who are members of www.casinorewards-ca.org should raise a limit question with the support team before retrying a declined amount a third time.

Deposit charged by the bank but absent from the balance

The bank statement shows the payment, yet the casino balance stays the same and the cashier lists no matching transaction.

• The payment is still moving between the bank and the casino.
• The deposit was sent to an old or incorrect account reference.
• The bank flagged the payment for an extra check.
• The deposit landed on a second account held by the same player.
• A cashier session timed out before the confirmation screen appeared.

1. Refresh the balance and open the transaction history in the cashier.
2. Match the amount on the bank statement with the history entry.
3. Log out, wait a short while, then log back in.
4. Check whether a second account exists and shows the payment.
5. Confirm the deposit used the correct account reference.
6. Save a screenshot of the bank entry with the date visible.
7. Save a screenshot of the cashier history for the same period.
8. Stop retrying the deposit, because a second payment can duplicate the first.
9. Message support and attach both screenshots.
10. Ask for a trace on the missing payment reference.
11. Follow the reply before making another deposit.

Contact support as soon as the bank entry is confirmed and the cashier history shows nothing for that amount.

Site and games failing to load on a phone browser

The player opens the page on a phone and sees a blank screen, a game that stops at the loading bar or buttons that do not respond.

• A weak mobile connection drops the game files mid-load.
• The browser holds outdated cached data for the site.
• An ad blocker or privacy add-on stops a required script.
• Too many open tabs use up the phone memory.
• The browser version is too old for the game format.

1. Switch from mobile data to Wi-Fi, or the other way around.
2. Close every other tab in the browser.
3. Clear the browser cache and cookies for the site.
4. Reload the page in a fresh tab.
5. Disable ad blockers and privacy add-ons for the site.
6. Allow cookies and scripts for the domain.
7. Update the phone browser to its latest version.
8. Restart the phone to free memory.
9. Open one game only, then wait for it to finish loading.
10. Try a different browser on the same phone.
11. Note which games fail and whether the lobby itself loads.

Contact support when the lobby loads but the same game fails in every browser on the phone.

Enter the bonus code before confirming each deposit and let the first payment settle before starting another; that habit removes most missing-credit and duplicate-deposit cases.