You assume your deposit failed because the casino is broken, but the declined screen you see often traces back to a limit on your account or payment method. The most common cause is a mismatch between what you tried to send and the limits that apply to your account tier or payment option.
Deposit or withdrawal declined because of limits
You see a message that your transaction is declined or exceeds a limit, and the money does not move. The likely causes are:
- The amount is above the maximum allowed for your account level.
- The amount is below the minimum for the payment method you chose.
- You have reached a daily or weekly transaction limit.
- Your payment method has its own cap that is lower than the casino’s.
- Your account is not fully verified, so higher limits do not apply yet.
What to do:
- Note the exact amount you tried to send and compare it with the minimum shown for that payment method. If it is below, raise it to the minimum.
- Check whether the amount is above the maximum for your account tier. If it is, lower it to the allowed maximum.
- Try a smaller amount first to see if the decline was about the size of the transaction.
- Switch to another payment method that supports the amount you want to send. Each method has its own limits.
- If you have made several transactions today, wait until the next day to reset any daily limit.
- Complete identity verification if you have not done so, because higher limits often unlock after verification.
- For withdrawals, make sure you are not trying to take out more than your available balance or more than the limit for your account level.
- If the decline repeats with a small amount on a method you have used before, contact support with the transaction details. Contact support when you have tried a smaller amount and a different method and the decline still appears.
When you have followed these steps and the transaction is still refused, here support can review the limit on your account and explain what is blocking it.
Welcome bonus or free spins not credited
You finish your first deposit or use a bonus code, but the bonus balance or free spins do not appear. The likely causes are:
- The bonus code was not entered or was typed with an error.
- The deposit was made before the bonus was activated.
- You have already claimed a welcome offer on this account.
- The payment method you used does not qualify for the offer.
- Your account is not verified, so the bonus is held.
What to do:
- Open your bonus history and check whether the offer is listed as pending or active. If it is pending, it may credit after your deposit is confirmed.
- Confirm that you entered the bonus code exactly, with no extra spaces or wrong characters.
- If you deposited without a code, check whether the offer required one. If it did, you may need to make a new qualifying deposit.
- Make sure you have not claimed a welcome bonus before on the same account. Welcome offers are usually limited to one per player.
- Check that your payment method is eligible for the promotion. Some methods are excluded from bonus offers.
- Complete identity verification if it is still open, because bonuses are often held until verification is done.
- If the bonus does not appear after your deposit is confirmed, contact support with the deposit reference and the bonus code you used.
- Contact support when you have confirmed the code, the eligibility, and your verification status and the bonus is still missing.
Identity verification stuck or documents rejected
You upload your documents, but the status stays pending or you receive a rejection message. The likely causes are:
- The document photo is blurry, cropped, or has glare.
- The document is expired or the details do not match your account.
- You sent a partial document instead of the full page.
- The file format or size is not accepted by the upload tool.
- You sent a document type that was not requested.
What to do:
- Retake the photo in good light with the full document in frame and all four corners visible.
- Make sure the text and photo are sharp and readable, with no reflections or shadows.
- Check that the document is not expired and that the name and date of birth match your account details exactly.
- Send the full page, including the edges and any signature or stamp.
- Use a common file format such as JPG or PDF and keep the file size within the upload limit shown on the page.
- Upload only the document type that was requested for your case.
- If the status is still pending after you re-upload, wait for the review to finish before sending more copies.
- Contact support when your document has been rejected twice for the same reason or the status has not changed after a re-upload.
Keeping one set of clear, current documents on hand prevents most of these problems. Use the same name and details on your account and your payment methods, and upload your verification documents before you make your first withdrawal.