Overview
This guide explains common issues that players may encounter with Casino and Sports campaigns and how to resolve them before contacting Customer Support.
Common Issues
Free spins are not awarded
- A deposit may not have been made with the required bonus code
- Marketing communications may not be enabled
- Free spins may still be pending credit (up to 24 hours)
The campaign has expired but is still visible
Expired campaigns may still be visible but can no longer be redeemed. Always check the validity dates.
Winnings reduced due to win caps
Some campaigns include a maximum winnings cap (€500). If you win more than the cap, only the capped amount will be credited.
Participation is not registering
You may already be participating in another campaign. Only one campaign can be active at a time.
Not eligible for the campaign
Some offers are limited to new customers and first deposits only. Verification may also be required.
Actions before contacting support
- Ensure the bonus code WELCOMENB is entered correctly
- Check marketing settings in your account settings
- Ensure the deposit method is eligible
- Check wagering progress
- Check maximum win caps in the terms
- Wait up to 24 hours for free spins to be credited
Contacting support
If you have completed all requirements and have not received your bonus or free spins, contact our support team