Bonus Not Working
Bonus didn't credit? Can't use it? Got rejected? Find your issue below and follow the diagnostic steps to resolve it. Most problems have simple fixes.
Last updated: January 19, 2026
Diagnose your issue
Click on the symptom that matches your situation to see causes and solutions:
Bonus not credited after deposit
Deposited but no bonus appeared in account
- Deposit amount below minimum requirement
- Payment method excluded from bonus offers
- Didn't opt-in during deposit or registration
- Already have an active bonus (can't stack)
- Promo code entered incorrectly or expired
- Account not verified (if required)
- Region/country restriction
- Check minimum deposit in bonus terms (usually $1-$20)
- Go to Bonuses section and manually opt-in if available
- Complete account verification if pending
- Wait 15 minutes — some bonuses have a delay
- Contact support with deposit details and screenshots
Bonus shows but can't use it
Bonus appears in account but is locked or restricted
- Must wager real funds first before bonus unlocks
- Bonus only valid on specific markets/events
- Minimum odds requirement not met
- Bonus not yet activated (pending status)
- Trying to bet on excluded event types
- Check if bonus requires real-money bets first to unlock
- Review eligible markets in bonus terms
- Ensure your bet meets minimum odds (usually 1.40+)
- Go to Bonuses section and click "Activate" if available
- Try betting on different sport/market
Wagering progress not increasing
Placing bets but wagering counter stays the same
- Betting on excluded markets or events
- Odds below minimum requirement
- Bet hasn't settled yet (only settled bets count)
- Using wrong balance type (real vs bonus)
- Bet was voided or cashed out
- Accumulator doesn't meet requirements
- Check minimum odds requirement (1.40, 1.50, or higher)
- Wait for bets to settle — pending bets don't count
- Verify market is included (some bonuses exclude draws, specific sports)
- For accumulators: each selection may need minimum odds
- Avoid cash out — it may void wagering contribution
Bonus suddenly disappeared
Had a bonus, now it's gone from account
- Bonus expired (time limit reached)
- Maximum bet limit exceeded
- Terms violation detected
- Withdrawal request cancelled bonus
- Account flagged for suspicious activity
- Successfully completed wagering (converted to real funds)
- Check bonus history in your account for status
- Review if you exceeded max bet during wagering
- Check if wagering was completed (bonus converted to cash)
- Contact support to understand exact reason
- If expired: request new offer (may not be available)
Free bet not appearing
Earned a free bet but can't find or use it
- Qualifying bet hasn't settled yet
- Free bet only valid on specific markets
- Looking in wrong location (betslip vs account)
- Free bet already used or expired
- Qualifying bet was voided/cashed out
- Wait for qualifying bet to settle (usually within 24h of event)
- Check betslip — free bet option appears when adding selections
- Try on eligible markets (check specific terms)
- Check "Free Bets" or "Bonuses" section in account
- Contact support if qualifying bet settled but no free bet
Promo code rejected or not working
Entered code but received error or no bonus
- Code expired or reached usage limit
- Typo in code (case-sensitive)
- Code only for new users (you're existing)
- Already used a code on this account
- Code not valid in your region
- Entered at wrong time (registration vs deposit)
- Double-check code spelling (copy-paste if possible)
- Verify code is still valid (check source)
- Try entering during deposit if registration didn't work
- Check if code is region-specific
- Contact support with the code you're trying to use
Quick checks before contacting support
- Read the terms: 90% of issues are explained in bonus terms.
- Check bonus section: Go to My Account → Bonuses for status info.
- Review bet history: Verify your bets met all requirements.
- Check email/notifications: Important updates are sent there.
- Wait if just deposited: Allow 15-30 minutes for processing.
- Clear app cache: Sometimes display issues resolve with refresh.
Common mistakes to avoid
| Mistake | Consequence | Prevention |
|---|---|---|
| Betting over max limit | Bonus cancelled | Note limit before placing bets |
| Using excluded payment method | No bonus credited | Check eligible methods first |
| Missing opt-in | No bonus received | Always check opt-in checkbox |
| Betting below min odds | Wagering doesn't count | Verify odds before betting |
| Requesting withdrawal early | Bonus forfeited | Complete wagering first |
When to contact support
Contact support when:
- You've checked all the above and still have issues
- You believe there's a system error
- Bonus terms seem contradictory or unclear
- Your bonus was removed without clear reason
- You have evidence of meeting all requirements
When contacting support, provide: account username, bonus name, deposit/bet details, screenshots, and a clear description of the issue.
Troubleshooting FAQ
Why didn't I receive my bonus after depositing?
Common reasons: deposit below minimum, excluded payment method, missed opt-in, already have an active bonus, or account not verified. Check your bonus section and terms.
My bonus shows but I can't use it. What's wrong?
The bonus may be locked until you meet activation requirements, need wagering on real funds first, or have restrictions on eligible markets. Check the specific bonus terms.
Can I get my bonus back after it was cancelled?
Usually no. Once cancelled due to terms violation, bonuses are rarely restored. Contact support to understand why it was cancelled and learn for future offers.
Will support give me a replacement bonus?
It depends on the situation. If it was a technical error, possibly. If you violated terms, unlikely. Always ask politely and provide full details.