The usual causes at a glance
| What happened | Likely cause | What to do |
|---|---|---|
| Bonus did not credit | Code missing, deposit below the minimum or excluded method | Check the offer terms, then ask support for a manual credit |
| Code rejected | Typo, expired code or code for another country | Copy the code from the offer page and enter it before you pay |
| Free spins missing | They activate inside one pokie | Open the named game, then refresh |
| Bonus removed mid-play | Bet above the maximum or an excluded game | Ask support once; it is rarely reversed |
| Wagering not moving | Game counts 0% or 10% | Switch to pokies that count 100% |
| Account flagged | Shared device, address or payment method | Send ID and explain; one account per household is common |
Troubleshooting checklist
- Read the full bonus terms: wagering, maximum bet, expiry, excluded games and excluded payment methods.
- Check the code and the deposit: codes are often case-sensitive and must go in before you confirm the payment.
- Check game weighting: pokies usually count 100%, table games 10 to 20%, live games often nothing.
- Watch your stake: the maximum bet applies to the total bet per spin or hand, not per line.
- Track the deadlines: activation can expire in 24 to 48 hours and wagering in 7 to 30 days.
- Turn off any VPN: a location mismatch can block the offer or the account.
- Contact live chat with the transaction ID, the code and a screenshot of the offer.
Fixes by problem
If the code is invalid
Copy the code from the casino's offer page rather than typing it, check for spaces, and enter it during the deposit, not after. If the code is right and still fails, ask support to credit the bonus manually.
If wagering is stuck
Check the remaining amount in the cashier and move to games that count in full. Jackpot pokies and live tables often count less or not at all.
If the bonus was voided for a max bet
Ask live chat straight away; some casinos re-credit once as goodwill. After that, keep bets well under the limit and take a screenshot of the rule.
If your payment method is excluded
Many offers exclude Skrill, Neteller and Paysafecard deposits. Use a debit card or POLi for a bonus deposit where the terms allow it.
If New Zealand is excluded
Check the casino's restricted-countries list. With New Zealand moving to licensed sites, some offshore casinos are dropping New Zealand offers or accounts.
Avoid the problem in the first place
- Set a deposit limit and keep a note of the maximum bet before you opt in.
- Screenshot the offer and its terms on the day you claim it.
- Test with the minimum qualifying deposit before a larger one.
- Decline the bonus if you plan to play live tables; they rarely count.
If support will not fix a fair complaint, escalate to the regulator named in the casino's licence. Our guide to new casino terms explains each clause.
Terms used
- Wagering requirement: the total you must bet before bonus money becomes cash, as a multiple of the bonus.
- Contribution rate: how much of each bet counts towards wagering, by game type.
- Maximum bet: the largest stake allowed per spin or hand while a bonus is active.
- Sticky bonus: a bonus that is removed from your balance when you withdraw. See sticky and non-sticky bonuses.