When the bonus code you entered at Casino Rewards doesn’t work like it did at your previous casino, the most common cause is a mismatch between the code’s rules and your account status or deposit. The second most common reason is that the code was typed with extra spaces or wrong capital letters.
KYC Verification Stuck or Documents Rejected
You upload your ID and proof of address, but the status stays on pending or the documents are marked as rejected without a clear reason.
- The photo or scan is blurry, cropped or shows glare on the text.
- The document has expired or the address does not match your registered details.
- You sent a screenshot instead of a photo of the original document.
- Only one side of an ID card was provided when both sides are needed.
- The name on the document differs from the name on your Casino Rewards account.
- Take a new photo in daylight on a flat surface, with all four corners visible.
- Use the original document, not a photocopy or a screenshot.
- Make sure the text, photo and expiry date are sharp and readable.
- For proof of address, use a document that shows your full name and home address clearly.
- Check that your account name matches the name on the document exactly.
- Upload each file separately and wait for the confirmation message.
- If a document is rejected, note the reason shown and fix only that issue.
- Do not send the same rejected file again without changes.
- Send both sides of an ID card if the document has information on the back.
- Keep the file size and format within what the upload page accepts.
- After resubmission, allow the review to run before uploading more files.
- Contact support if a document is rejected twice with no clear explanation.
Contact support when your documents meet every condition above but the verification still does not move forward.
Welcome Bonus or Free Spins Not Credited
You enter the casino rewards code bonus at sign-up or deposit, but the bonus balance or free spins do not appear on your account.
- The code was typed with a space, a wrong letter or wrong capitalisation.
- The deposit was made before the code was entered, or the code was entered after the deposit.
- The bonus was already claimed on an earlier deposit or account.
- The payment method used does not qualify for the offer.
- The deposit amount does not meet the minimum set for the bonus.
- Open your bonus history and confirm whether the code is listed as claimed or rejected.
- Compare the code you typed with the one you were given, character by character.
- Remove any spaces before or after the code and use the exact capital letters.
- Enter the code in the bonus field before you confirm the deposit.
- Check that the deposit amount meets the minimum for the offer.
- Use a payment method that is allowed for the bonus you want.
- If you have another account, close it and keep only one active account.
- Wait for the deposit to be confirmed before expecting the bonus to appear.
- For free spins, open the eligible game and check the spin counter inside it.
- Do not deposit again just to test the code; fix the entry first.
- Write down the code, the deposit amount and the time of the deposit.
- Contact support if the code is correct and the deposit meets every condition but no bonus appears.
Contact support when you have a screenshot of the correct code entry and the deposit that should have triggered the bonus.
Deposit or Withdrawal Declined by Limits
You submit a deposit or withdrawal and the screen explains that the amount is outside the allowed range for your account.
- The amount is below the minimum or above the maximum set for your account level.
- You have reached the daily, weekly or monthly transaction limit.
- The payment method has its own minimum and maximum that differ from the casino’s.
- Your account level does not yet allow the withdrawal amount you requested.
- Pending withdrawals already count toward your limit.
- Note the exact message shown and the amount you entered.
- Compare your amount with the minimum and maximum shown on the deposit or withdrawal page.
- Split a large withdrawal into smaller requests only if the rules for your account allow it.
- Check whether an earlier pending request is using part of your limit.
- Wait for a pending request to finish before starting another one.
- Use a payment method that supports the amount you want to move.
- Avoid entering the amount with extra symbols or spaces.
- If a limit applies to your account level, complete the steps that raise it.
- Keep a record of the declined request, including the time and amount.
- Try a smaller amount within the allowed range to confirm the account works.
- At https://www.casino-rewardsca.org/, the limits on your account are shown in the cashier, so compare them with your request before you submit.
- Contact support if your amount is inside the shown range but the request is still declined.
Contact support when the displayed range and your request match, yet the decline continues.
Withdrawal Pending Longer Than Expected
Your withdrawal shows as pending for longer than you expected, and the balance has not moved to your payment method.
- Identity verification is not complete, so the request cannot be approved.
- Bonus wagering is still active, which holds the withdrawal.
- The request was made during a busy period or on a non-working day.
- The payment method needs extra checks before it can receive the funds.
- An earlier withdrawal is still pending and blocks the new one.
- Open your withdrawal history and note the status and the time of the request.
- Check whether your identity verification is complete on your account.
- Confirm that any active bonus has met its play conditions.
- Look for a message from support asking for a document or a reply.
- Respond to any request from the payments team as soon as you see it.
- Do not create a second withdrawal request while the first is pending.
- Check that the payment method details on your account are correct and current.
- Keep the confirmation of the original request in case you need to refer to it.
- Allow the review to finish before you contact support about the same request.
- If the status changes to declined, read the reason before you act.
- Write down the request reference and the dates you checked.
- Contact support if the status has not changed and no message explains why.
Contact support when the withdrawal remains pending with no explanation and no request for further documents.
Keep one account with your exact name and address, enter codes before you confirm a deposit, and complete verification early; this prevents most bonus, payment and withdrawal problems at rewards casino and across casino rewards casinos.