Common problems at a glance
| Problem | What you see | Usual fix |
|---|---|---|
| Code not recognised | Code rejected at deposit | Copy and paste the code; check it is still active |
| Deposit below the minimum | Bonus not credited | Top up the difference if the terms allow it, or ask support |
| Payment method excluded | Deposit goes through, no bonus | Check the excluded methods; some casinos exclude e-wallets or mobile money |
| Country not eligible | Offer missing or greyed out | Check the offer's country list; it may not apply to Kenya |
| Maximum bet exceeded | Bonus and winnings removed | Ask support once for goodwill; keep stakes well under the limit |
| Wagering not finished | Withdrawal blocked | Check the remaining amount in the cashier |
| Game excluded | Bets do not count | Switch to games that count 100% |
| Offer expired | Promotion ended message | Ask support for an extension; it is at their discretion |
A checklist before you contact support
- Read the full bonus terms: the multiple, the maximum bet, the deadlines, excluded games and excluded payment methods.
- Check the code and the deposit amount against the offer.
- Open the game contribution table. Slots usually count 100%, table games far less, live tables sometimes nothing.
- Look at the wagering meter in the cashier to see what is left.
- Turn off any VPN. A location that does not match your account can block an offer or freeze the account.
- Collect the transaction code, the time and a screenshot of the error before you open live chat.
If the bonus was voided for a large bet
The maximum bet rule applies to the total stake per spin or hand. Some casinos re-credit a bonus once if the breach was a mistake and you ask quickly. Lower your stake to a fraction of the limit and use a fixed bet size for the rest of the wagering.
If your account was flagged
Casinos link accounts that share a phone number, M-Pesa line, device, address or IP. Two family members in one home can trigger it. Answer the casino's verification request with your own ID and payment details, and never open a second account at the same casino.
Our guide on why new casinos ask for ID explains what they check.
Avoid it next time
- Set a bet limit in your account before you opt in.
- Screenshot the offer and its terms when you claim it.
- Test with the minimum qualifying deposit first.
- Read our guide to casino terms and conditions once; the same clauses come up at every casino.