You expect the same smooth start you had at your old casino, but instead the screen shows a missing bonus or a balance that has not updated, and the usual cause is a mismatch between your account details and the action you took. The sections below walk through the most common failures players in Canada hit and what to do about each one.

Missing welcome bonus or free spins after signing up

You finish registration or your first deposit and the bonus balance still shows zero, while the promotion page said the reward was active.

• The bonus code was typed with a typo, or a space was added at the end.
• Your deposit went through before you entered the code on the deposit screen.
• The account was created without opting in to the welcome offer.
• You already claimed a similar welcome reward on an earlier account.
• The deposit method you used is not part of the promotion.

1. Open your account history and confirm the deposit or registration that should have triggered the reward.
2. Check that the promotion was switched on before you paid, not after.
3. Re-enter the code exactly as it appeared, with no extra characters.
4. Write to support in the live chat with the code, the approximate time and the payment reference.
5. Look at the bonus section of your profile to see whether the reward is listed as pending instead of active.
6. If you used a card, confirm the card was accepted for the promotion and not a method outside it.
7. Make sure you have not opened more than one account, since duplicate accounts block the bonus.
8. Ask support whether the reward is tied to a specific deposit you have not yet made.
9. Allow the bonus team a short review of your case before you make another deposit for the same offer.
10. Once the reward appears, check that it is attached to the game type you want to play.

Contact support when the deposit is confirmed on your side but the bonus still does not appear after you have re-entered the code and checked your account history.

Deposit taken by the bank but not shown on the balance

Your bank or card statement shows the payment as completed, but the casino balance has not moved.

• The payment is still being processed between the bank and the casino.
• You paid from a card or account that is not in your own name.
• The deposit was made to a different account than the one you are logged into.
• A pending review on your account is holding the funds until your details are confirmed.
• The payment was sent but the confirmation page was closed before it finished.

1. Refresh the page and log out and back in to see if the balance updates.
2. Open your transaction history inside the account and look for a pending entry.
3. Compare the payment reference on your bank statement with the reference shown in the history.
4. Confirm that the name on the payment source matches the name on your player profile.
5. Check that you are logged into the same account you used for the deposit.
6. If the payment is marked as pending, wait for it to clear before trying again.
7. Send a screenshot of the bank statement and the payment reference to support.
8. Do not make a second deposit for the same amount until support confirms the first one is being traced.
9. Keep the confirmation email or receipt from your bank ready for the support team.
10. Ask support for the internal reference of the traced payment so you can follow up with your bank.

Contact support as soon as the bank shows the payment as completed and your account history has no matching entry.

Login fails or the account locks after wrong attempts

The sign-in screen returns an error, or you are told the account is temporarily locked after several tries.

• The password was typed with the wrong keyboard language or caps lock on.
• You are using the email address linked to another account.
• Too many failed attempts have triggered a temporary lock.
• The browser is holding an old session or saved password that no longer works.
• Two-factor authentication codes are being sent to a phone number you no longer use.

1. Type the password into a text field first to see exactly what you are entering, then paste it into the login form.
2. Try the password reset link sent to the email address on your profile.
3. Clear the browser cache and saved passwords for the site, then try again.
4. Switch to a different browser or a private window to rule out a stale session.
5. If you use two-factor authentication, confirm the code is being sent to your current phone number.
6. Wait for the lock period to pass before trying again, since repeated attempts extend it.
7. Check that you are not logged in on another device that is holding the session.
8. Use the contact form or live chat and describe the exact error message you see.
9. Have a photo ID ready if support asks you to confirm your identity to unlock the account.
10. Once unlocked, change the password to a new one you have not used elsewhere.

Contact support when the password reset email does not arrive, or when the account stays locked after the waiting period has passed.

Deposit or withdrawal declined because of limits

A message tells you the amount is above or below what your account is allowed, and the payment does not go through.

Limits can be tied to your account level, to the payment method, or to a voluntary limit you set earlier. For players in Canada, some methods also carry their own caps that sit outside the casino’s rules. When the payment screen shows a limit message, the first step is to compare your amount with the cap that applies to that method. The team at www.betmgm.com.nl can explain which cap is blocking a specific attempt.

• The amount is above the per-transaction cap for your account level.
• The amount is below the minimum accepted for that payment method.
• A voluntary deposit limit you set earlier is still active.
• Your account has not completed identity checks required before larger payments.
• The withdrawal is larger than the amount you are allowed to cash out from a bonus.

1. Look at the payment screen to see whether the message refers to a minimum, a maximum or a remaining allowance.
2. Reduce or raise the amount to fit inside the range shown on that screen.
3. Check your account settings for any voluntary limit you may have set and forgotten.
4. Complete any outstanding identity step that the account is asking for.
5. Split a large deposit into smaller payments only if the method and the rules allow it.
6. For a withdrawal, check whether bonus winnings are part of the amount and adjust the request to the cash portion.
7. Try a different payment method that matches the amount you want to move.
8. If the limit is on the account level, ask support whether your level can be raised after checks.
9. Keep a note of the exact message so support can identify the rule behind it.
10. Wait for any voluntary limit period to expire before attempting a larger payment again.
11. Ask support to confirm which cap applied to the declined attempt and what amount would be accepted.

Contact support when the amount is clearly within the range shown on the payment screen but the payment is still declined.

Quick Reference

The table below pairs each common problem with its usual cause and the first thing to check in your account.

Most of these rows point to a mismatch between what the account expects and what you entered. The bonus row is usually about timing, since the code has to be active before the deposit. The deposit row is often about names, because payments from a different person are held for review. The login row is about patience, as each new attempt can extend the lock. The limit row is about the method, because each payment route carries its own range. If the first check does not explain the problem, move on to the steps in the matching section above.

Keep your profile details, payment names and contact information identical everywhere, because a single mismatch is what triggers most bonus, deposit and lock problems.