You tapped the welcome bonus link during sign-up but skipped the promo code field, and now the bonus balance shows zero. The most common cause is that the bonus code was not entered at registration.

Welcome bonus or free spins not credited

You finish registration or make a deposit and expect the welcome bonus or free spins to appear, but the bonus balance stays empty. The welcome bonus and free spins often fail to credit because of a missing code, an ineligible deposit, or a bonus already active on the account.

• The promo code was not entered during registration or deposit.
• The deposit method used does not qualify for the offer.
• A bonus is already active and blocks the new one.
• The minimum deposit for the offer was not met.
• The account is not fully verified yet.

1. Open the promotions page and find the welcome offer details.
2. Note the exact promo code required for the offer.
3. Complete the deposit again with the code entered in the bonus field.
4. Use a deposit method that is listed as eligible for the offer.
5. Finish any active bonus before claiming a new one.
6. Complete identity verification if the bonus is pending.
7. Wait for the bonus to be applied automatically after the deposit.
8. If the bonus still does not show, take a screenshot of the deposit confirmation.
9. Note the date and time of the deposit and the code you used.
10. Check that your account email is confirmed.
11. Log out and back in to refresh the bonus balance.
12. If the bonus is still missing, contact support with the screenshot and details.
13. Do not make another deposit until support replies.
14. Once resolved, claim future bonuses only after reading the offer rules.

Contact support if the bonus has not appeared after you have completed all steps and confirmed the code and deposit method were correct.

Identity verification stuck or documents rejected

You upload your ID and proof of address, but the verification status stays pending or the documents are marked as rejected. Verification often gets stuck because the document photo is unclear, the name does not match, or the document is expired.

• The document photo is blurry or has glare.
• The name on the document differs from the account name.
• The document is expired or a type that is not accepted.
• The proof of address is older than allowed.
• Parts of the document are cropped out of the frame.

1. Take a new photo of your ID in bright, even light without flash.
2. Make sure all four corners and the text are visible.
3. Check that the name and date of birth match your account exactly.
4. Use a recent utility bill or bank statement for proof of address.
5. Upload the documents again through the verification section.
6. Wait for the review to complete before uploading more files.
7. If rejected, read the rejection reason and correct that specific issue.
8. For betmgm-ca.org/, the same KYC steps apply, so prepare clear documents before you start.
9. Do not send documents by email unless support asks you to.
10. Keep file sizes within the upload limit shown on the page.
11. If the status is still pending after a full day, note the submission time.
12. Contact support with your username and the document type you submitted.
13. Ask for the specific reason if a document was rejected.
14. Complete verification before requesting any withdrawal.

Contact support if your documents are rejected more than twice or the status does not change after you have re-uploaded clear copies.

Deposit left your bank but not on the casino balance

Your bank shows the deposit as completed, but the casino balance has not increased. The most common cause is that the payment provider has not yet sent the confirmation to the casino.

• The payment is still pending at the provider.
• The deposit was made to an old or incorrect account number.
• The payment method used is not supported for deposits.
• The casino account is not fully verified, so the deposit is held.
• The deposit was flagged for a manual review.

1. Check your bank statement to confirm the exact amount and time.
2. Take a screenshot or save the payment confirmation.
3. Log out of the casino and log in again to refresh the balance.
4. Wait for the payment provider to send the confirmation to the casino.
5. Do not repeat the deposit until you confirm it is missing.
6. Check that the deposit was made to the correct account details.
7. Complete any pending verification steps on your account.
8. Look for a pending transaction in your casino transaction history.
9. If the deposit is not shown after a reasonable wait, contact support.
10. Provide the screenshot, amount, time, and payment method used.
11. Ask support to trace the payment with the provider.
12. Do not share your bank password or full card number with anyone.
13. Keep all correspondence with support in one thread.
14. Follow up only after support has had time to trace the payment.

Contact support if the deposit is not credited after the provider confirms the payment has been sent.

Cannot log in or account locked after failed attempts

You enter your username and password, but the login is rejected and the account becomes locked after several tries. This usually happens because the password was typed incorrectly too many times or the account needs a security check.

• Caps Lock or a keyboard layout is causing wrong characters.
• The password was changed recently and the old one is still saved.
• Too many failed attempts triggered a temporary lock.
• The account is flagged for a security review.
• Two-factor authentication codes are not being accepted.

1. Type your password slowly in a plain text editor first to check it.
2. Make sure Caps Lock is off and the correct keyboard language is selected.
3. Use the password reset link sent to your registered email.
4. If you use 2FA, check that your device time is set automatically.
5. Clear your browser cache and cookies, then try again.
6. Try logging in from a different browser or a private window.
7. If the account is locked, wait for the lock to expire before retrying.
8. Do not keep guessing passwords, as this extends the lock.
9. Contact support if you no longer have access to the registered email.
10. Provide your username and the email on the account.
11. Ask support to confirm whether the account is under review.
12. Follow any identity check support requests to unlock the account.
13. After unlocking, set a strong password you have not used elsewhere.
14. Write down the new password and store it safely.

Contact support if the account remains locked after the lock period or if you cannot receive the password reset email.

Use one email address and one set of personal details for your BetMGM Canada account, and complete verification before depositing. This single habit prevents most bonus, KYC, deposit, and login problems.