Common causes
| Problem | Likely cause | What to do |
|---|---|---|
| Bonus never credited | Code missing, deposit below the minimum, or bonus not selected at the cashier | Contact live chat with the deposit reference before you start playing |
| Free spins missing | Spins credited to a specific slot or released in daily batches | Open the named game; check the bonus section of your account |
| Wagering not moving | Playing games that count 0% or a low share | Check the contribution table; switch to eligible games |
| Bonus voided | A bet above the maximum while wagering | Ask for the bet history; disputes rarely succeed |
| Offer not shown | Your country or payment method is excluded | Check the eligible countries and methods in the terms |
If your code is invalid
Check the spelling and the case of the code, whether it is for new accounts only, and whether it must be entered at registration or at the cashier. Some codes work once per household, IP address or payment method.
If the wagering is stuck
Wagering usually counts only real-money bets on eligible games, and only once your cash balance is used up if the bonus is sticky. Live tables, jackpot slots and some high-return slots often do not count.
If the bonus was voided for a large bet
Most terms set a maximum bet while a bonus is active, often around USD 5 or the equivalent in RWF. One spin above it can be enough for the casino to cancel the bonus and the winnings. Set your stake below the limit before you start.
If your region or payment method is excluded
New casinos often exclude some countries or e-wallets from offers. If Rwanda or your method is on the list, the bonus will not credit. You can still play without it.
Prevent the next problem
- Read the bonus terms before you deposit, not after.
- Enter the code at the step the terms name.
- Keep one account per person; duplicate accounts are the most common reason for confiscated winnings.
- Finish verifying your ID early, so a withdrawal is not delayed later.
When a dispute cannot be settled with support, our guide to customer support at new casinos explains how to escalate it.