That welcome bonus screen still shows the offer as unclaimed even though you registered and made a first deposit. The most common cause is a bonus that was never activated in the cashier before the payment went through.
Welcome bonus and free spins that never arrived
You finish registering, deposit, and the balance stays at the plain amount you sent, with no bonus and no spins attached.
- The bonus was never selected or confirmed before the deposit was sent.
- The deposit fell below the minimum the offer requires.
- A promo code was typed with a wrong character or extra space.
- The account already used a welcome offer in the past.
- The deposit method used is excluded from the promotion.
- Log back into your account and open the cashier section.
- Look for an active bonus area or a list of available offers.
- Check whether the welcome offer appears as unclaimed rather than active.
- If a code field exists, retype the code by hand instead of pasting it.
- Remove any leading or trailing space before you confirm.
- Compare the amount you deposited with the minimum the offer states.
- Confirm that your payment method is allowed for that promotion.
- If the bonus needs manual activation, claim it before your next deposit.
- Make the qualifying deposit again only after the bonus shows as active.
- Wait for the confirmation screen to load fully before closing the page.
- Refresh the balance once, then check the bonus balance separately.
- Free spins often sit in a separate section from the cash balance.
- Open that section and confirm whether the spins are listed there.
- If spins appear, launch the named game directly from that list.
- Note that spins can expire if they stay unused for the stated period.
- Keep a screenshot of the offer screen and your deposit confirmation.
- Contact support with that screenshot if the bonus still shows as missing.
Contact support once you have the deposit receipt and the offer screenshot, since they can trace whether the bonus was attached to your account.
A withdrawal that stays pending longer than expected
Your withdrawal request shows as pending, and the amount is still missing from your available balance.
- Identity verification is not finished yet.
- Bonus wagering on the account is still incomplete.
- The withdrawal method differs from the one used to deposit.
- The request was split into several smaller payments.
- An internal review is running on the account.
- Open your transaction history and find the withdrawal entry.
- Read the status label next to it rather than assuming it failed.
- Check whether any active bonus still shows progress toward its play requirement.
- Finish the remaining play on that bonus before requesting again.
- Confirm that your identity documents were approved, not just uploaded.
- Match the withdrawal method to the method you deposited with.
- Check that the account name matches the name on the payment method.
- Look for a message asking for extra documents and reply to it.
- Cancel and resubmit the request only if the status shows an error.
- Keep the reference number of the request for later contact.
- Watch for a split payment, where part of the sum arrives first.
- Note that a pending status is not the same as a rejected one.
- Do not send a second request while the first is still open.
- Save a screenshot of the status page with the reference visible.
- Compare the pending amount with your original request.
- Contact support if the status has not moved and no message explains why.
Contact support with the reference number once the status stays unchanged and no request for documents explains the delay.
Identity verification stuck or documents rejected
The document upload area shows a rejected label or keeps returning you to the same upload step, and the review never finishes.
- Photos are blurry, cropped or show glare across the text.
- Only one side of an ID was uploaded when both sides are needed.
- The name on the document does not match the account name.
- The document has expired or the expiry date is unreadable.
- A selfie was taken in poor light or with the face partly covered.
- Open your profile and find the verification section.
- Read the exact reason shown next to each rejected file.
- Retake the photo on a plain, dark surface with even light.
- Keep all four corners of the document inside the frame.
- Avoid flash glare by angling the phone slightly away from the paper.
- Upload both the front and the back of an ID if it has two sides.
- Make sure the photo is sharp enough to read every line.
- Use a document that is currently valid, not one near expiry.
- Check that the name matches your account spelling exactly.
- For a selfie, face the light and remove hats or sunglasses.
- Hold the ID beside your face if the step asks for it.
- Upload each file one at a time and wait for it to finish.
- Do not close the page while an upload is still running.
- Return to the verification section and confirm each file shows as submitted.
- Give the review the time it states before uploading anything again.
- Keep your original files in case a fresh copy is requested.
- Contact support with the file names if the same document is rejected twice; players on extremecasino-ca.org/ can attach the screenshots in the same message.
Contact support when the same document is rejected more than once or the review step stays open with no explanation.
A deposit that left the bank but is not on the balance
Your bank shows the payment as completed, yet the casino balance has not changed.
- The payment is still moving between the bank and the casino.
- The deposit was sent to a different account than the one you logged into.
- The payment provider held the transfer for a routine check.
- The deposit fell below the minimum accepted amount.
- The transaction was cancelled at the provider after you left the page.
- Open your banking page and confirm the payment status there first.
- Copy the transaction reference from your bank statement.
- Return to your casino account and refresh the balance once.
- Open the transaction history and search for the deposit entry.
- Compare the amount and the reference with your bank record.
- Check that the currency of the deposit matches your account currency.
- Confirm that the minimum deposit amount was met.
- Look for a pending deposit entry that has not settled.
- Avoid sending the same deposit again while one is still open.
- Save a screenshot of the bank transaction and the casino history.
- If a promo code was attached, confirm the deposit still qualifies.
- Wait for the pending entry to settle before taking further action.
- Keep the payment receipt in case support asks for proof.
- Note whether the bank marked the payment as completed or only authorised.
- Write down the date and time shown on both records.
- Contact support with the reference, amount and screenshots if the balance stays unchanged.
- Ask your bank to trace the payment only if support confirms nothing arrived.
Contact support as soon as you hold both records, because they can trace the payment from their side with the reference number.
Activate any bonus before you deposit and keep the confirmation screenshots, since that single habit prevents most of these problems.