Symptoms and causes
| What you see | Likely cause | Fix |
|---|---|---|
| "Code not recognised" | Typo, expired code or wrong country | Copy the code from the source, check the offer is live |
| No bonus after deposit | Code not entered, deposit below minimum | Ask support to credit it by hand, with the transaction ID |
| No bonus on a voucher or e-wallet deposit | Method excluded in the terms | Use a card or instant EFT next time |
| Bonus and winnings removed | A bet above the maximum stake | Ask once for a goodwill re-credit; stake well under the limit |
| Bonus gone before you finished | Expiry passed | Note the deadline when you claim |
| Wagering barely moves | Game counts 10% or 0% | Check the contribution table |
Fixes, step by step
If the code fails
- Copy it from the email or promotions page instead of typing it.
- Enter it where the terms say, usually before you confirm the deposit.
- Check the offer is open to South African accounts.
If wagering is stuck
- Open the bonus section and read the exact amount left to wager.
- Play games that count 100%; jackpot slots and table games often count less.
- Stop if you are chasing the target. A forfeited bonus costs less than extra deposits.
If the bonus was voided for the max bet
Contact live chat at once and explain. Some casinos re-credit once as a goodwill gesture. From then on, keep stakes at half the limit or less.
If your payment method was excluded
Vouchers and some e-wallets are often left out of welcome offers. The terms list the qualifying methods; card deposits and instant EFT are the ones most often included.
Habits that prevent most problems
- Screenshot the offer and its terms when you claim it.
- Make the smallest qualifying deposit first to see the bonus credit correctly.
- Set a deposit limit before opting in.
- Keep promotional mail in one folder, with the terms.
Terms in one line each
- Wagering requirement: how many times the bonus (or deposit plus bonus) must be bet before withdrawal.
- Contribution: the share of each bet that counts towards wagering.
- Maximum bet: the largest stake allowed while the bonus is active.
- Sticky bonus: a bonus removed from your balance when you cash out.