You click the claim button for the welcome bonus or free spins, and the screen shows the offer as used or missing, with no credit in your balance. The most common cause is that the bonus code was not entered before the qualifying deposit, so the system never linked the reward to your account.

Welcome bonus or free spins not credited

Players see the promotion page confirm the claim, but the bonus balance stays at zero and the free spins do not appear.

• The bonus code was not entered before the deposit.
• The deposit was made with a method excluded from the offer.
• The account was opened after the promotion period ended.
• Only part of the deposit counted toward the minimum required.
• A previous bonus on the same account was still active.

1. Open the promotions page and note the exact bonus code for the welcome offer.
2. Compare the deposit you made with the method the offer allows.
3. Add the bonus code to the deposit form before you confirm the payment.
4. Check that your account email is confirmed, because bonus credit is tied to it.
5. Finish any active bonus before you claim a new one.
6. Go to your transaction history and confirm the qualifying deposit shows as completed.
7. Note the time of the deposit and the name of the promotion.
8. Contact support with those details if the bonus still does not show.

Reach out to support when the qualifying deposit is confirmed and the correct code was used, but no bonus or free spins appear after the claim.

Login blocked or account locked after failed attempts

The login screen returns an error or shows the account as locked, and the password field no longer accepts the usual credentials.

• The password was typed with the wrong keyboard language or caps lock on.
• Too many failed attempts triggered a temporary lock.
• The email address on the account was changed or mistyped.
• A password reset link expired before it was used.
• The account is restricted pending a security review.

1. Retype the password slowly with caps lock off and the correct keyboard layout.
2. Use the email address exactly as it appears on your account.
3. Wait for the temporary lock to clear before you try again.
4. Request a password reset and open the link on the same device.
5. Check your spam folder for the reset message if it does not arrive.
6. Contact support if the account stays locked.

Ask support to unlock the account when the temporary lock does not clear or when no reset message arrives.

Deposit or withdrawal declined because of limits

A payment attempt is refused with a message about limits, and the funds either stay in the balance or do not reach the account.

• The amount is above the maximum allowed for a single transaction.
• The amount is below the minimum accepted for the chosen method.
• The account has reached its daily or weekly payment cap.
• The withdrawal is larger than the balance available for payout.
• The payment method does not match the account holder name.

1. Reduce the amount to fit within the single-transaction limit shown at the cashier.
2. Split a large withdrawal into smaller requests that fit the limit.
3. Raise a deposit that falls below the minimum for the method.
4. Wait for the daily or weekly cap to reset before you try again.
5. Confirm the withdrawal amount does not exceed the playable balance.
6. Use a payment method registered in your own name.
7. Retry the payment after you adjust the amount.

At betmgmsca.com/, the cashier shows the limits that apply to each method, so players can adjust the amount before they confirm. Contact support when the amount is inside every limit and the payment is still declined.

Identity verification stuck or documents rejected

The verification page shows the documents as pending or rejected, and withdrawals stay on hold until the check clears.

• The document photo is blurred, cropped or covered by glare.
• The name on the document does not match the account name.
• The document is expired or a corner is missing from the frame.
• The proof of address is older than the period the check accepts.
• The file format or size is outside what the upload form accepts.

1. Retake the photo in bright light with all four corners visible.
2. Use the original document, not a photocopy or a screen image.
3. Match the name on the account to the name on the document exactly.
4. Upload a proof of address that shows your name and current address.
5. Convert the file to a common image format if the upload fails.
6. Contact support when a rejected document is clearly readable and still fails.

Contact support when a clear, valid document is rejected more than once or when the check stays pending without a reason.

Keep your account name, email and payment details matching your documents, and enter any bonus code before you deposit; that single habit prevents most of these problems.