You tap the button for your Royal Vegas bonus and the balance does not move, or a payment screen returns you to the cashier with an error. The most common cause is a mismatch between the account details, the payment route and the conditions attached to the offer.

Money left the bank but the casino balance stays empty

Players see a completed payment on the bank side while the Royal Vegas casino balance shows nothing, and the bonus is not credited either.

• The payment is still being processed between the bank and the casino.
• The deposit was sent to an old or wrong account reference.
• The payment method belongs to someone other than the account holder.
• The bonus code was entered on the wrong screen or not at all.
• The deposit fell below the minimum the offer requires.

1. Reopen the cashier and refresh the page before doing anything else, because the balance sometimes lags behind the payment.
2. Compare the amount on your bank statement with the last transaction listed in your account history.
3. Check the deposit reference and account details on the bank side against the ones shown in the cashier.
4. Confirm that the name on the payment method matches the name on your casino account.
5. Enter the bonus code again on the deposit screen only if the first attempt was made somewhere else.
6. Make sure the amount you sent meets the minimum the offer requires, since smaller deposits do not qualify.
7. Repeat the payment through the same route once, as a second identical attempt usually settles when the first timed out.
8. Save a screenshot of the bank confirmation and the cashier entry before you ask for help.

Contact support when the payment is confirmed by your bank and still absent from your balance after a second check.

Payments stopped by deposit and withdrawal limits

A player tries to deposit or cash out and the cashier refuses the amount because it sits outside the range allowed for that route or account.

• The amount is above or below the range set for that payment route.
• The account has reached its total limit for the day, week or month.
• The withdrawal is larger than the balance available after an active bonus is set aside.
• The payment method is not enabled for the type of transaction being made.
• The account is new and has a lower ceiling until activity builds up.

1. Split the amount into smaller parts when the cashier refuses a single large deposit or withdrawal.
2. Reduce the request to a figure inside the range the cashier displays for that route.
3. Wait for the next period to begin when a daily, weekly or monthly ceiling has been reached.
4. Clear any bonus conditions still attached to the balance before requesting a withdrawal.
5. Switch to another payment route that accepts the transaction type you need.
6. Use Royal Vegas bonus to see which offers and payment options are open to your account before retrying.
7. Enter whole amounts rather than odd figures that may fall outside the accepted range.
8. Keep a note of each attempt, because repeated refusals can hold the account for a manual check.

Contact support when the amount is clearly inside the stated range and the cashier still declines it.

Identity checks that stall or get documents rejected

The account shows a pending verification status, or an uploaded document is refused, and withdrawals stay on hold until the check clears.

• A document is blurry, cropped or shows glare across the details.
• The photo page or proof of address is past its validity period.
• The name on the document differs from the name on the account.
• Only one side of a two-sided document was sent.
• The proof of address is older than the period the check accepts.

1. Photograph each document flat on a plain surface with all four corners inside the frame.
2. Send both sides of any identity card, because a single side leaves the check incomplete.
3. Match the name on the document exactly to the name entered on the account.
4. Use a recent proof of address that displays your full name and address without folds.
5. Upload files in the accepted formats shown on the upload screen.
6. Send each document once, since repeated uploads push the request back to the start.
7. Return to the verification page after uploading to confirm each file shows as received.
8. Correct any account detail that differs from the documents before sending them again.
9. Ask support to confirm which item is still missing when the status has not moved after a fresh upload.

Contact support when every document has been uploaded correctly and the status still shows as pending.

Keep the name, address and payment details on your account identical to your documents, and repeat the same payment route, because that single habit prevents most of these problems.