You log in to your Casino Rama account and see the welcome bonus or free spins still marked as pending, not credited. This often happens because the bonus code was not entered at deposit or the minimum deposit condition was not met.

Welcome bonus or free spins missing from your account

You expect the bonus to appear after your first deposit, but the balance stays unchanged and the offer shows as unused.

• The bonus code was not entered during the deposit or was typed with errors.
• The deposit amount was below the minimum required for the welcome offer.
• You used a payment method that is excluded from the promotion.
• Your account has a pending bonus that cannot be combined with this one.
• The free spins are credited only after the qualifying deposit is confirmed.

1. Open the promotions page and find the welcome offer you claimed. Note the exact bonus code and the minimum deposit condition.
2. Check your deposit history to confirm the deposit was completed and not cancelled.
3. If the code was missing, contact support before playing further; do not make another deposit to fix it.
4. Make sure no other active bonus is blocking the new one; finish or cancel it if allowed.
5. After the bonus is credited, read the playthrough condition so you know when the winnings become withdrawable.

Contact support if the bonus still does not appear after you have confirmed the code and deposit conditions, and include your deposit reference.

Unable to log in or account locked after failed attempts

You enter your username and password, but the page returns an error, or you see a message that the account is temporarily locked.

• Caps Lock or keyboard layout is altering the password.
• You are using a username that differs from the one registered.
• Multiple failed attempts have triggered a temporary lock.
• Browser cookies or cached data are interfering with the login form.
• You are trying to log in from a device or location that needs extra confirmation.

1. Type your password in a plain text editor first, then paste it into the form to rule out typing errors.
2. Clear the browser cache and cookies, then try again in a private window.
3. If the account is locked, wait for the lock to expire before trying again; repeated attempts extend it.
4. Use the password reset option on the Casino Rama login page if you cannot recall the correct password.
5. When resetting, use the same email address registered on your account so the link reaches you.

On the Casino Rama Canada login page, the error message often names the exact cause, so read it before retrying. If you still cannot sign in after a reset and a waiting period, contact support with your username and the error text.

Identity verification stuck or documents rejected

You uploaded your documents for KYC, but the status remains pending or you receive a rejection notice without a clear reason.

• The photo is blurred, cropped, or shows glare on the document.
• The document is expired or the details do not match your registered name.
• You sent a screenshot instead of a photo of the original document.
• Only one side of an ID was provided when both sides are required.
• The file format or size is not accepted by the upload form.

1. Retake the photo in good light, with all four corners visible and no flash reflection.
2. Check that the name, date of birth, and address on the document exactly match your Casino Rama profile.
3. Upload both sides of your ID and a recent proof of address if requested.
4. Submit the files in the accepted format and keep the originals until verification is complete.

Contact support if the KYC status has not changed after you have corrected the documents, and ask which specific detail caused the rejection.

Quick Reference

The table below lists each common problem with its usual cause and the first check to perform.

Use the table as a starting point, not as a final answer. The first check tells you whether the problem is on your side or needs support. For bonus issues, the deposit history is the most reliable record. For login problems, a private browser window removes most local interference. For KYC, the quality of the document photo matters more than the number of uploads. If the first check does not resolve the issue, move to the detailed steps in the relevant section above.

Keep a screenshot of every error message and store your deposit references; this single habit prevents most delays when you need to contact support.