You see a “bonus not credited” notice on the promotions page even after you opt in, and the most common cause is that you skipped a required activation step or claimed a bonus already used on another account. The same pattern appears when a deposit leaves your bank but never reaches your balance: the payment often sits in a pending state while the casino matches it to your account.
Welcome bonus or free spins missing from your account
You open the promotions page and see the offer still listed as available, but your balance and free spins counter show nothing.
- You did not tick the opt-in box before making the qualifying deposit.
- The deposit was made before the promo code was entered.
- Your account already holds another active bonus that blocks a second one.
- You registered a second account and the bonus was flagged.
- The promo expired while your deposit was still pending.
- Open the promotions page and confirm the bonus still shows as available for your account type.
- Check that you clicked the opt-in button before any deposit.
- Make sure the deposit was completed after the opt-in, not before.
- Enter the promo code in the cashier before confirming the payment.
- Clear any other active bonus from your account, because most offers cannot run together.
- Confirm that your account is fully registered and you are signed in when claiming.
- Wait for the bonus to be applied, because some offers appear only after the payment clears.
- Refresh the page and sign in again to see if the bonus now shows.
- Try a different browser on your phone or computer to rule out a display glitch.
- Check that you did not already claim the same offer in the past.
- Take a screenshot of the promotion page and your balance for your records.
- Contact support if the bonus is still missing after these checks.
Contact support when the offer was active, you opted in and deposited correctly, but the bonus still does not appear.
Deposit left your bank but is not on the casino balance
Your bank statement shows the payment as completed, while the casino balance stays unchanged and the transaction list shows no matching entry.
- The payment is still pending between your bank and the casino.
- You sent the money to a different account or used a payment method not linked to your profile.
- The deposit was made from a card or wallet in someone else’s name.
- Your account is not yet fully set up for deposits.
- You entered a reference or code that the system could not match.
- Wait for the pending status to clear before taking further action.
- Check your transaction history in the cashier for a pending or failed entry.
- Confirm that the payment method you used belongs to you and matches your profile.
- Make sure the deposit was sent to the correct account details shown in the cashier.
- Avoid repeating the deposit until the first one is resolved.
- Take a screenshot of your bank statement showing the completed payment.
- Note the date, amount and any reference number from the transfer.
- Sign out and sign back in, then check the balance again.
- Try a small test deposit if the payment method allows it.
- Check that your account is not blocked from making deposits.
- Keep the bank confirmation ready for support.
- Contact support if the payment remains missing after a reasonable wait.
Contact support when your bank confirms the payment and the casino has no record of it after the pending period.
Identity verification stuck or documents rejected
Your account shows a pending verification notice, and each upload seems to bounce back with a rejection message.
- The document photo is blurred or the corners are cut off.
- The name on the document does not match your casino profile.
- The document has expired.
- You sent a screenshot instead of a photo of the original document.
- The file size or format is not accepted.
- Use the phone camera to take a clear photo of the original document in good light.
- Place the document on a flat surface and capture all four corners.
- Make sure no glare, shadow or finger covers any part of the text.
- Check that the name, date of birth and address match your profile exactly.
- Send a document that is still valid and not expired.
- Upload the file in the format the system accepts, not a screenshot.
- Keep the file size within the limit shown on the upload page.
- Submit one document at a time and wait for the result before adding more.
- If you move house, update your address in the profile before sending proof.
- Keep copies of everything you send for your own records.
- Contact Lucky Green Casino support through https://luckygreen-casino.eu.com/ if a document keeps being rejected despite being clear and valid.
Contact support when you have sent a clear, valid document and the verification still shows as pending after several working days.
Site or games not loading on a phone
The page loads halfway, a game spins without starting, or the screen freezes when you try to open a title in the mobile browser.
- The phone browser is out of date or has stored data that blocks the page.
- The mobile signal or Wi-Fi drops during loading.
- Too many tabs or apps are running in the background.
- A game provider’s server is temporarily unavailable.
- Your phone’s browser blocks scripts needed by the lobby.
- Close all other tabs and apps on your phone.
- Reload the page in the same browser.
- Clear the browser cache and cookies, then sign in again.
- Switch from Wi-Fi to mobile data, or the other way around.
- Update your phone browser to the newest version.
- Turn off any script or ad blocker for the casino page.
- Try another browser installed on the phone.
- Restart the phone to free up memory.
- Open a single game directly instead of loading the full lobby.
- Check whether the same game loads on a computer, which shows if the issue is phone-specific.
- Take a screenshot of the error message or frozen screen.
- Contact support if only one specific game fails on every browser.
Contact support when the lobby and all games fail on several browsers and networks.
The simplest habit that prevents most of these problems is to sign in and complete your profile before claiming or paying for anything.
