Why was my welcome bonus not credited after signing up? The most common cause is that the qualifying deposit or wagering requirement was not completed as the offer required.

Welcome bonus or free spins not showing in your account

You finish sign-up and deposit, but the bonus balance or free spins do not appear. Several common issues can block the credit.

• The minimum deposit for the offer was not met.
• A bonus code was needed and was not entered at deposit.
• The deposit method used is excluded from the promotion.
• Wagering requirements on a previous bonus are still active.
• The account is not fully verified, so the bonus is held.

1. Open the promotions page and find the offer you claimed. Note the exact conditions that apply to new players.
2. Compare your deposit to the minimum stated for the offer. If it was lower, the bonus will not trigger.
3. Check whether a bonus code was required. If so, enter it in the bonus field before confirming the deposit.
4. Confirm the payment method you used is allowed for that promotion. Some methods are excluded.
5. Look at any active bonus in your account. Finish its wagering before claiming a new one.
6. Complete identity verification if the bonus is on hold. Upload the requested documents.
7. Log out and back in to refresh the bonus balance. A session refresh can show a pending credit.
8. Review the bonus history in your account. It shows whether the bonus was issued and later removed.
9. If you used a code, re-enter it exactly as given, with no extra spaces.
10. Contact support with your username, the offer name, the deposit reference and a screenshot of the missing bonus.
11. Wait for support to review the case before making another deposit for the same offer.

Contact support when you have completed all the above and the bonus is still missing after a full logout and login.

Deposit or withdrawal declined because of limits

You try to deposit or withdraw and the screen says the amount is outside the allowed limits. Limits can come from the payment method, the account status or the casino’s rules.

• The amount is below the minimum or above the maximum for that method.
• The withdrawal would exceed the remaining limit for your account level.
• The deposit method does not support the amount you entered.
• Your account has a temporary limit because of a security review.
• The withdrawal is larger than the amount you have wagered or deposited under bonus rules.

1. Check the minimum and maximum for the payment method you chose. The cashier shows these before you confirm.
2. Try a smaller amount within the range shown. This confirms whether the limit is the cause.
3. Switch to another payment method that accepts your amount. Not all methods share the same limits.
4. Review any active bonus. Some bonuses cap the amount you can withdraw until wagering is done.
5. Look for a message about a temporary limit. A security review can restrict deposits and withdrawals.
6. Make sure your identity verification is complete. Unverified accounts often have tighter limits.
7. If the decline mentions your account level, complete the steps to raise it, such as verifying your details.
8. For withdrawals, confirm you have met any wagering requirement linked to your last deposit.
9. Write down the exact error message and the amount you tried. This helps support find the block.
10. Contact support with the error text, your username and the payment method. Ask which limit applies and how to resolve it.

Contact support when the error mentions a limit you cannot see in the cashier or when the decline repeats with different methods.

Identity verification stuck or documents rejected

You upload your ID or proof of address and the status stays pending or the document is rejected. Verification can stall for several clear reasons.

• The document photo is blurry, cropped or has glare.
• The document is expired or the details do not match your account.
• You uploaded the wrong type of document for the request.
• Your name or address on the document differs from what you entered.
• The document is a screenshot or a photocopy instead of a photo of the original.

1. Open the verification section and read the exact reason for rejection. It names the document and the problem.
2. Take a new photo in bright, even light. Place the document on a flat surface and avoid shadows.
3. Make sure all four corners and the text are visible. Do not crop the image.
4. Check that the document is valid and not expired. Expired documents are always rejected.
5. Upload the specific document type requested. A utility bill is not a substitute for an ID.
6. Match the name and address exactly to your account details. Fix any difference in your profile first.
7. Use a photo of the original document, not a scan of a printout or a screenshot.
8. Submit one document at a time and wait for the status to update before adding more.
9. If the status stays pending, log out and back in to refresh the verification page.
10. Contact betmgm.com.nl support with your username and the rejection message. Ask which document is still needed.

Contact support when a document is rejected twice for the same reason or when the status does not change after a new upload.

Cannot log in or account locked after failed attempts

You enter your password and see an error, or the account is locked after several tries. Login problems usually come from a few predictable causes.

• The password or username has a typo or wrong capitalisation.
• You are using an old password after a recent change.
• Too many failed attempts triggered a temporary lock.
• The account is blocked for a security review or a verification issue.
• The browser is using saved details that are out of date.

1. Type your username and password slowly, checking capital letters and special characters.
2. Use the show-password option to confirm what you have typed before submitting.
3. If you changed your password recently, use the new one. Old saved passwords will fail.
4. Clear the saved login data for the site in your browser, or try a private window.
5. On a phone browser, close the tab and reopen the site fresh instead of using a saved session.
6. Use the password reset link if you are unsure of the current password. Set a new one you have not used before.
7. After a lock, wait for the lock period to pass before trying again. More attempts can extend it.
8. Check your email for a message about the lock or a security review. It explains the next step.
9. Complete any pending identity verification. A locked account is often linked to an unfinished check.
10. Contact support with your username and the exact error message. Ask them to confirm the lock reason and how to unlock.

Contact support when the lock does not clear after the stated period or when you receive no email about the reason.

Quick Reference

The table below summarises each problem, its usual cause and the first check to make.

Most bonus issues come down to the deposit and the code, so check those before contacting support. Limit declines are often method-specific, which means a different payment option can work. Withdrawals are frequently blocked by unfinished bonus wagering rather than by the casino itself. KYC delays are usually caused by the document quality, not by the account. Login locks are often temporary and clear on their own after the stated period. For any case, keep the error message and a screenshot ready before you ask for help.

Keep your profile details and your identity documents up to date before you claim any offer. This single habit prevents most bonus, limit and login problems from starting.