It is six in the morning and you are checking your balance on the way to work, but the free spins you claimed are not there. Most often the bonus is waiting on a condition you have not met yet, or your session has signed you out. On a weekend evening the same screen can show a deposit that has left your bank without reaching your balance, and that is usually a pending confirmation rather than lost money.

Welcome bonus and free spins missing from the balance

After you claim a welcome offer or free spins, the balance still shows the old figure and no bonus line appears in your account.

• The bonus code was typed with a capital letter or a space the system did not expect.
• The deposit that should trigger the offer was made before the code was entered.
• Another offer was already active on the account, and only one bonus can run at a time.
• The free spins were credited to a specific game and sit inside that game, not on the main balance.
• The account is not fully confirmed, so bonus credits are held back.

1. Sign out and sign back in, then open the bonus area again to see whether the offer is listed as active or pending.
2. Compare the code you typed with the one in the offer description, letter by letter, including capitals.
3. Check the order of events: the code must be entered before the qualifying deposit is confirmed.
4. Close any other active bonus if the offer allows only one at a time, then claim again through the bonus page.
5. Open the game named in the free spins offer; the spins often live there rather than on the cash balance.
6. Complete your profile details and confirm your email address, because an unconfirmed account can hold bonus credits.
7. Take a screenshot of the offer and of your bonus history so the support team can match the claim.

Contact support when the offer shows as active but nothing has appeared after you have reopened the game and the bonus page.

Deposit taken by the bank but not shown on the balance

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

• The payment is still being confirmed between the bank and the payment provider.
• The deposit went to an account other than the one you are logged into.
• The deposit was made without a bonus code while a code was required for the offer you expected.
• The payment was declined by the provider after leaving your bank, and a reversal is on its way.
• A currency or account detail mismatch is holding the payment for a manual check.

1. Refresh the balance after signing out and back in, since the page can show a cached figure.
2. Open your transaction history inside the account and look for the deposit as pending, completed or failed.
3. Confirm the account number or email on the casino profile matches the one used for the payment.
4. Check your bank statement again to see whether the entry is a hold or a settled payment.
5. Do not repeat the deposit immediately, because a second payment can double the amount you are chasing.
6. Save the bank reference and the transaction reference from the casino history side by side.
7. Keep the deposit untouched by withdrawals until it has been matched, so the record stays clean.
8. Send both references to support in one message rather than opening several tickets.

Contact support when the deposit shows as failed in your history but the bank has already settled the payment.

Site and games that will not load on a phone

On a phone browser the lobby may open while the game screen stays blank, freezes or drops back to the lobby mid-round. The cause is usually the browser or the connection, not the account, and a short session on mobile data instead of Wi-Fi often shows which one it is. Players at https://casinodemontreal.eu.com/ can rule this out in a minute by switching networks and reloading the same game.

• The phone browser is an older version or has scripts blocked.
• A weak or unstable connection drops the game stream during play.
• Too many open tabs and background apps are using the phone’s memory.
• A cached page is loading an old version of the lobby.
• A VPN or ad blocker is interrupting the game connection.

1. Reload the page once, then close the tab and open the lobby again from a fresh tab.
2. Clear the browser cache and cookies for the site, then sign in again.
3. Switch from Wi-Fi to mobile data, or the other way round, and load the same game.
4. Update the phone browser to its latest version and allow scripts for the site.
5. Turn off the VPN and any ad blocker, then reload.
6. Close other tabs and apps, restart the phone, and open a single game.
7. Try a game from a different provider to see whether the problem is the account or one title.

Contact support when every game fails on both networks after the cache is cleared and the browser is updated.

Identity verification stuck or documents rejected

The verification screen keeps returning to the upload step, or a message says your document was not accepted without saying why.

• The photo is blurred, cropped or has a glare across the text.
• The document has expired or the corners are cut off in the image.
• The name on the document differs from the name on the account.
• The proof of address is older than the period the check accepts.
• The file format or size is outside what the upload form takes.

1. Photograph the document on a flat, well-lit surface with all four corners visible and no flash glare.
2. Use the original document, not a photocopy or a screen photo, and make sure it is current.
3. Upload each document separately so a failure on one does not block the others.
4. Match the name, spelling and address on the documents to the profile exactly.
5. Use a recent proof of address that shows your name and full address clearly.
6. Convert the file to the format the form accepts and keep the size within the limit shown.
7. Re-upload the rejected document once, then wait for the review to close before sending more copies.

Contact support when a document is rejected twice with no reason given, or when your account stays locked after approval.

Quick Reference

The table pairs each problem with the cause that most often explains it and the first check worth doing.

A bonus problem usually comes down to the order of the code and the deposit, so the bonus history is the fastest place to start. A missing deposit is a matching exercise: the bank reference and the casino reference should describe the same payment. Loading faults sit with the browser or the network, which is why the same game on a second connection tells you so much. Verification failures are almost always about image quality, so a sharp photo of the whole document saves a second review. When you write to support, send references, screenshots and the exact error text in one message. That gives the team everything it needs without a round of questions.

Before you claim any offer, enter the code first and confirm the bonus is active, then make the deposit from the account that matches your profile. That single habit prevents most of the problems above.