Signup bonus or free spins missing? What to check
Trace a missing welcome reward, promo code or free-spin offer without buying again or creating another account.
On this page
If a signup reward or promotional claim has not appeared, first identify exactly what the offer promised and which step should trigger it. Registration alone may not be that step. The reward might require email confirmation, an eligible claim, or a particular game opened in the right mode.
Save the offer before trying to fix anything. You want its wording, expiry, eligibility rules and the page or message where you found it. Another player's screenshot may describe a different promotion.
Separate the offer from the account balance
| Offer type | Check first | Common source of confusion |
|---|---|---|
| No-purchase signup reward | Required verification or claim step | Treating account creation as automatic credit |
| First-purchase package | The completed order and exact package contents | Expecting a signup reward to include a purchase offer |
| Free spins | Named game, eligible mode and expiry | Looking for coins in the main wallet |
| Promo code or bonus drop | Code validity and account eligibility | Assuming a public code works for everyone |
Do not make a purchase merely because a missing reward might be tied to one. Establish what you originally accepted. A package you did not want is an extra cost, even if it carries a bonus.
Check the conditions attached to this claim
Look for new-player status, a time limit, a claim cap, country or state restrictions, and any person or household limit. A code can expire before the post containing it disappears. Check whether an activity requirement belongs to this specific offer. A limited bonus drop and an ordinary signup reward may have different conditions even at the same casino.
If you used a social login, confirm that you are in the original account. A second login method can look like a fresh account. Recover the existing account rather than registering again to retry the promotion.
Rule out a display or link problem
Check the reward history and both currency balances. If the offer is for free spins, open the named game once without placing a paid spin to see whether the reward is waiting. Stop if the interface does not clearly distinguish the promotional play from a normal stake.
For a genuine promotional link, try opening it in your normal browser while signed in through the official site. An in-app browser may not share your existing login session. If the link opens but reports an expired offer, changing browsers does not establish a new entitlement to that reward.
Verify an unexpected message independently before following its instructions. Do not send a payment to a person offering to activate a bonus.
Ask for a credit check with a clear record
Send the offer name, claim time and time zone, account identifier, expected currency or spins, and the relevant confirmation or error. Keep sensitive documents out of a public post.
A support message you can adapt
I claimed [offer] on [date and time] using [claim route]. Its terms describe [reward] after [required step], which I completed on [date]. My reward history shows [result]. Please confirm whether this account qualified, whether a credit was recorded, and which condition prevented it if it did not qualify.
If a completed purchase is involved, use the separate purchase and missing-coins guide. If the casino explains that the offer was expired or ineligible, another account is not a valid fix. Save the answer and decide whether to leave the promotion behind.