The promised welcome or deposit bonus did not reach your account? Below is a step-by-step guide: initial checks, practical troubleshooting, how to communicate with support, and what evidence to collect. At the end, you will also find a prevention checklist to ensure bonuses go smoothly in the future.
Check Before Contacting
Code/URL, min deposit, qualifying games
- Campaign code / promo URL: make sure you entered the correct code or started the registration/promo entry from the right page.
- Minimum deposit: check the T&C for the min amount (e.g., €10/20); a smaller deposit will not activate the bonus.
- Qualifying games: some bonuses apply only to designated slots or do not include live casino; ensure you tried in the correct category.
Timing (before/after deposit), geo and account restrictions
- Timing: some bonuses need to be activated before the deposit; others are added after the payment (delay of up to a few minutes).
- Geo-restrictions: the offer may only be valid in Estonia or selected countries; using a VPN may disqualify the bonus.
- Account status: only new accounts or users who made a deposit within a specific period; duplicate accounts are excluded.
Troubleshooting
Log out/log in, clear cache/cookies
- Re-login: log out and log back in; on some platforms, the bonus applies at the start of a new session.
- Cache and cookies: clear cache/cookies or try another browser/device; private mode avoids extension conflicts.
- Check payment status: ensure the deposit is marked as “completed” in the transaction history (interruption in bank link = no bonus).
Check the campaign page and T&C changes
- Campaign page: refresh the page; see if the offer is active and the dates are valid.
- Terms (T&C): check the wagering requirement, minimum odds (in sports), validity period, and game restrictions.
- Changes: terms may have been updated over time; compare with your screenshots (if available).
Communication with Support
Additional information: deposit proof, timestamp
- Information for the supporter: username, account email, campaign code/URL, deposit amount, and time (timestamp).
- Proof: screenshot of bank account/card statement with hidden numbers, confirmation email, transaction ID, campaign page screenshot.
- Clear request: “Please add the bonus according to T&C” or “Please explain the reason for non-activation in writing”.
Escalation and manual addition
- Manual credit: customer support can manually add the bonus if the criteria are met.
- Escalation: if the initial agent does not help, request escalation to the campaign or payment team and ticket number.
- Follow-up: ask for written confirmation regarding the resolution, amount, and deadlines.
Prevention for the Future
Screenshots, terms checklist
- Take screenshots: campaign page, T&C, code, deposit confirmation; save date/time.
- Checklist before deposit: min amount, qualifying payment method, activation timing, game restrictions, bonus limit.
- Reliable operator: prefer brands with transparent T&C (see reliable casinos and new online casinos based on reviews and user support levels).
- Responsible gaming: set deposit and time limits; in case of issues, use available pause/block solutions in Estonian casinos.
Quick recommendation: check the code, min deposit, and timing; log back in and clear cache; gather evidence and open a ticket with a clear request. For prevention, keep screenshot and use the terms checklist.
Frequently Asked Questions
Can the bonus take hours to arrive?
Yes, on some platforms, the bonus may be applied with a delay and can appear within minutes to a few hours.
Does the bonus disappear if I leave the promo page?
It may, if activation was supposed to happen before the deposit or in the same session; upon returning, check if the code/URL is still activated.
Does using the wrong payment method disqualify me?
Yes, if the T&C requires a specific payment method, using another method may exclude the bonus.
Can it be manually added later?
Yes, if the conditions were met, support can often manually credit the bonus.
