The balance shown after claiming an offer looks nothing like the total the previous casino displayed, and the missing extra credit is the most common sign that a promotion did not attach to the account. A bonus code that was never entered during sign-up or a deposit, or an offer claimed from a different account, is the usual cause of that gap.

Welcome bonus and free spins missing after claiming

The player finishes registration or a deposit and the balance shows only the money paid in, with no promotional credit and no free spins listed.

• The promotional code was not typed into the field on the deposit screen.
• The offer was claimed on a second account that is not the one now in use.
• The payment used for the qualifying deposit does not count toward the offer.
• The minimum deposit for the promotion was not met.
• The account was opened outside the region where the promotion runs, including outside Ontario.

1. Open the promotions page and confirm the offer is still active for new accounts.
2. Sign in and open the cashier history to see whether a code was attached to the deposit.
3. Compare the deposit amount with the minimum stated for the offer before assuming a fault.
4. Check that the account country and province match the eligible region for the promotion.
5. Look at the free spins section of the account, since spins may sit in a separate wallet from cash.
6. Where a code is required for Canadian players, the Betvictor bonus field on the deposit form is the only place it registers.
7. Deposit again with a payment method the terms accept for the offer if the first payment did not qualify.
8. Avoid opening a second account to retry, because duplicate accounts block all promotional credit.
9. Note the approximate time of the qualifying deposit and the code used for reference.
10. Contact support once the deposit qualifies and no credit appears after signing out and back in.

Contact support when the deposit meets the conditions and the account is in good standing but nothing is credited.

Identity verification stuck or documents turned down

The account shows a verification request that stays open, or a document is marked as not accepted after an upload.

• Photos are blurred, cropped or show glare across the text.
• Only one side of a two-sided document was sent.
• The name on the document differs from the name on the account.
• The document has expired or shows an older address than the one registered.
• The file type or size falls outside what the upload form accepts.

1. Open the verification area of the account to see which document is still needed.
2. Photograph each document flat, in good light, with all four corners visible.
3. Send both sides of any card or licence that carries information on the reverse.
4. Match the spelling of the name exactly to the account profile.
5. Use a document that is current and shows the address registered on the account.
6. Save the scan in a common format such as JPG or PDF before uploading.
7. Upload each document once and wait, since repeated uploads can push the review back.
8. Keep the original files in case a second copy is requested.
9. Sign in to check whether the status changes to accepted.
10. Contact support when a document is rejected without a stated reason or the review does not move.

Contact support if a clear, valid document is rejected more than once or the review stays open with no update.

Deposit taken by the bank but missing from the balance

The bank statement shows the payment as completed while the casino balance still reflects the amount before the deposit.

• The payment is still passing through the provider and has not reached the casino.
• The deposit went to a different account than the one currently signed in.
• The payment method does not support casino deposits or was declined after authorisation.
• The account is under review, which pauses incoming credit.
• The transaction reference was mistyped when the deposit was made.

1. Refresh the balance and sign out and back in before treating the deposit as lost.
2. Open the transaction history in the account and look for the pending entry.
3. Compare the reference number on the bank statement with the one in the history.
4. Confirm that the signed-in account holds the same email used at the payment provider.
5. Check the wallet or payment provider for any message about the transaction.
6. Make no second deposit until the first one is located, to avoid a duplicate charge.
7. Capture a screenshot of the bank entry and the account history where they differ.
8. Keep the transaction reference ready for support.
9. Note the amount and the method used for the deposit.
10. Contact support once the bank shows the payment as complete and the balance has not moved.

Contact support when the bank confirms completion and the transaction does not appear in the account history at all.

Withdrawal pending longer than expected

The withdrawal request sits in a pending state while the balance no longer allows play with those funds.

• Verification is not finished, so the payout cannot be approved.
• Bonus conditions are still attached to the funds being withdrawn.
• The payout method differs from the one used for deposits.
• An earlier withdrawal is still being handled.
• The account is under a routine check that pauses payouts.

1. Open the withdrawal history and note the status shown for the request.
2. Complete any outstanding verification step before expecting approval.
3. Review the promotion attached to the funds and confirm the play conditions are met.
4. Check that the payout method matches the deposit method where the terms require it.
5. Withdraw any open bonus balance only after meeting the conditions, not before.
6. Cancel and resubmit only when the request is stuck and support advises it.
7. Keep the request reference for any follow-up.
8. Avoid starting a second withdrawal from the same balance while the first is pending.
9. Sign in to see whether the status has moved to processing.
10. Contact support when verification is complete and the request has not moved from pending.

Contact support once all conditions are met and the request still shows as pending with no change.

Use one account, one verified identity and a payment method the promotion accepts, and enter any required code on the deposit form before confirming, so most credit and payout problems never begin.