First, check if your reward is already here
Many rewards are credited but not shown where customers expect. Free Spins, for example, appear inside the eligible game and not on the Promos page.
Before contacting us, check the right place for your reward type. See How to claim the Welcome Offer for where each reward appears.
Did you opt in to the promotion?
For most promotions, opting in is the first step and must be completed before taking any qualifying actions, unless otherwise stated in the promotion Terms and Conditions.
Below is how this generally works for welcome offers vs. other bonuses/promos:
Promotion Type | When opt in is needed | Where to check the opt in requirement |
Welcome offer | Usually before making your first deposit or starting to play. | Read the Terms & Conditions on the welcome offer page to confirm opt in rules. |
Bonuses / Other Promotions | Before completing any qualifying actions (depositing, wagering, playing eligible games). | Open the promotion’s T&Cs on the Offers page to confirm opt in details. |
Important: Any actions taken before opting in won’t count.
To check your opt in status, go to the Promos section.
An active offer will show as In progress.
Did you complete every required step?
Each promotion lists every step in its What you need to do section in the terms and conditions.
The most common reasons a reward is not awarded are:
The qualifying deposit was not made in a single transaction.
The deposit amount did not meet the minimum required.
You played games that were not eligible for the offer.
A required step was missed or completed out of order.
Make sure you complete each step exactly as listed.
Has the promo been credited yet?
Some promotions do not award rewards straight away.
The pay out time is shown in the What you can get section of the terms and conditions. Rewards may be credited:
immediately after qualifying,
at a scheduled time, or
after a set period listed in the terms and conditions.
If the pay out is scheduled, your reward will appear once that timeframe has passed.
Has the promo expired?
Every promotion runs for a limited time. If the expiry window shown in the What you need to do section has passed, the offer can no longer be claimed.
Welcome Offer: additional reasons
Welcome Offers have a few extra conditions:
They are only available to new customers.
Only one Welcome Offer is allowed per customer.
A Welcome Offer may not be available if one has already been claimed on a duplicate account.
Still not showing?
If you already opted in but the offer does not appear in your account, contact us through Message us and include the 4‑digit Reference Code shown at the end of the offer’s terms and conditions.
