Causes at a glance
| Problem | What you see | Usual cause | What to do |
|---|---|---|---|
| Code rejected | "Code not valid" | Typo, expiry, or the code is for another country | Paste it from the casino's page; ask support for the current code |
| Bonus not credited | Deposit lands, no bonus | Deposit under the minimum, or the code was entered after paying | Ask support with the transaction ID; some casinos add it manually |
| Payment method excluded | Deposit lands, no bonus | Skrill, Neteller or crypto excluded from the offer | Use a method the terms allow, often Interac or a card |
| Province blocked | Offer missing or greyed out | Ontario address on an offshore casino | No fix: offshore offers exclude Ontario |
| Duplicate account | Account frozen | Same person, address, device or card on two accounts | Verify ID and close the extra account |
| Max bet broken | Bonus and winnings removed | A stake over the cap while wagering | Rarely reversed; keep stakes well below the cap |
| Excluded game | Wagering does not move | Game counts 0% or 10% | Check the contribution table and switch games |
| Bonus expired | Bonus balance gone | Time limit passed | None after expiry; note the deadline when you claim |
| Withdrawal blocked | Withdraw button refused | Wagering not finished | Finish it, or forfeit the bonus to withdraw your cash balance |
Problems when you claim
Most failures happen in the first minute. Enter the code at the step the terms name, usually before you confirm the deposit, and deposit at least the stated minimum after any fees. If the deposit lands without the bonus, ask support at once with the transaction reference; casinos fix missed credits far more readily on the same day.
Payment exclusions catch many Canadians. E-wallets such as Skrill and Neteller are often barred from welcome offers because they are used to farm bonuses. Interac and cards are usually allowed, but check the list for each offer.
Problems while you play
A maximum bet, often $5 or 10% of the bonus, applies while wagering is open. One spin above it can void the bonus and every win made with it. Set the stake before you start and do not use autoplay with a higher stake saved.
Game weighting decides how fast wagering moves. At a 10% contribution, $1,000 in blackjack bets clears only $100 of wagering. Some high-RTP slots and all bonus buys are often excluded completely.
Problems when you withdraw
A withdrawal with wagering still open is refused, or it cancels the bonus. Your own deposit balance can normally be withdrawn if you give up the bonus. Verification is the other hurdle: upload ID and proof of address early so the first payout is not held for documents.
Our guide to why new casinos ask for ID explains what is usually asked for.
If support will not help
Ask for the clause the casino relies on, in writing. Keep screenshots of the offer page and the terms from the day you claimed. If the casino still refuses, complain to the regulator named in its licence. Offshore regulators such as Curaçao and Anjouan handle few player complaints, which is a reason to keep balances small at new brands.