The bonus you expected at Zodiac Casino is missing from your balance, even though the casino you used before showed it right away. That comparison often points to a single cause: the reward is waiting on the promotions page for you to claim it.

Welcome bonus or free spins missing from your balance

You finished signing up, but the balance still shows only your own money and no free spins appear in the bonus section.

• The welcome offer was never claimed from the promotions area.
• You registered with an email that was already used on another account.
• The bonus code was typed with a space or the wrong case.
• Your first payment was made with a method that does not qualify for the offer.
• The account is not yet fully confirmed, so rewards are held back.

1. Open your account menu and go to the promotions or bonuses page.
2. Find the welcome offer block and press the claim button next to it.
3. If a code is requested, type it exactly as shown, with no spaces.
4. Submit the code and wait for the confirmation message on screen.
5. Refresh the balance page and see whether the bonus line now appears.
6. Log out and log back in to force a fresh balance display.
7. Check the bonus section of your profile for free spins and their status.
8. Make sure the email on the account is valid and confirmed.
9. Close any other Zodiac Casino session running in another browser tab.
10. Clear the browser cache and reload the promotions page.
11. Try the claim again from a different browser or from your phone browser.
12. Confirm that your first payment was made after the account was created.
13. If the offer requires a minimum first payment, complete it before claiming.
14. Look for a message in your account inbox about a blocked reward.
15. Write down the time you claimed the offer and the code you used.
16. Take a screenshot of the promotion page and your balance for your records.

Contact support when the offer is still absent after a fresh login and you have the claim time and screenshot ready.

Identity verification stuck or documents rejected

The upload page shows your file as pending for a long time, or a rejection note appears without a clear reason.

• The photo is blurry, cropped or shows glare across the text.
• Only one side of an identity document was uploaded.
• The name on the document does not match the account name exactly.
• The file format is not accepted by the upload form.
• The document has expired or is close to its expiry date.

1. Open the verification section of your profile and list every requested document.
2. Photograph each document on a flat, well-lit surface.
3. Keep all four corners of the document inside the frame.
4. Upload the front and the back where both sides are required.
5. Use a common image or PDF format that the form accepts.
6. Check that the name and date of birth match your account details.
7. Update your profile name if it differs from the document before uploading again.
8. Submit a fresh copy of a rejected document instead of the old file.
9. Upload proof of address that shows your name and full address clearly.
10. Make sure the proof of address is recent enough for the check.
11. Remove any password or PIN from your account before taking screenshots.
12. Wait for the pending status to change before uploading the same file again.
13. Log out and back in to see whether the review status has moved.
14. Repeat the upload from your phone browser if the desktop form fails.
15. Keep a copy of every file you send and note the date of each upload.
16. Contact support if a document is rejected without any visible reason.

Contact support when two uploads of the same clear document are both rejected.

Deposit left your bank but not on the casino balance

Your bank shows the payment as completed, but the casino balance still shows the old figure. Most cases are a delay in the payment confirmation that reaches the casino.

• The payment is still being confirmed between the bank and the payment provider.
• The deposit went to a different account, such as one opened in another currency.
• The payment was made from a card or wallet registered to another person.
• A pending status on the casino side has not yet changed to completed.
• The browser session closed before the return page loaded.

1. Open the transaction history in your account and find the deposit entry.
2. Note the status shown next to that entry: pending, completed or failed.
3. Compare the amount and time with the entry in your bank statement.
4. Log out of https://zodiaccasino-ca.ca and log back in after a short pause.
5. Refresh the balance page and check the transaction history again.
6. Make sure you are logged into the same account you used for the deposit.
7. Confirm the payment was sent to the details shown in the cashier.
8. Check that the card or wallet used belongs to you and matches your name.
9. Close other casino tabs and complete the payment flow in one session.
10. If the status is pending, wait for it to change before trying again.
11. Do not repeat the deposit while the first one is still pending.
12. Take a screenshot of the pending entry and of your bank statement line.
13. Note the reference number from the bank in case support asks for it.
14. Try a small test deposit only after the first entry is marked completed.
15. Keep the browser open until the return page confirms the payment.
16. Contact support with the reference number if the entry stays pending for long.

Contact support when the bank shows the payment as completed but the casino transaction is still pending.

Deposit or withdrawal declined because of limits

A message on screen says the amount is above or below the allowed range, and the payment does not go through.

• The amount is below the minimum the cashier accepts.
• The amount is above the maximum allowed for a single transaction.
• The account has reached a daily or monthly limit set on it.
• The chosen payment method has its own range that differs from the cashier default.
• A responsible gaming limit on the account is lower than the amount you entered.

1. Read the exact error message and note the amount it mentions.
2. Check the cashier page for the minimum and maximum shown for your method.
3. Enter an amount inside that range and submit again.
4. If a daily limit applies, wait for the period to reset before retrying.
5. Open the responsible gaming settings and review any limit you set earlier.
6. Adjust a limit only if you truly want a different limit, never just to force a payment.
7. Try a smaller withdrawal to confirm the rest of the process works.
8. Switch to another payment method if its range fits your amount better.
9. Make sure the currency of the payment matches the currency of the account.
10. Avoid splitting one large payment into many small ones to bypass a limit.
11. Note the time and amount of each declined attempt.
12. Take a screenshot of the error message for your records.
13. Log out and back in, then repeat the payment once with a valid amount.
14. If the decline continues with a valid amount, stop retrying.
15. Keep the account details and payment method unchanged during the retry.
16. Contact support with the screenshots and the times of the declined attempts.

Contact support when a payment inside the shown range is still declined.

Claim every offer right after you register and keep your name and documents consistent across the account, the bank and the cashier; that single habit prevents most bonus, verification and payment problems.