What to do if winnings are not credited to the balance: a step-by-step guide

A situation where, after a successful spin or bonus round, the amount won does not appear on the game account requires prompt action. The reasons may be technical, related to synchronization delay, software errors or controversial points in the interpretation of the rules of the game. You cannot ignore the problem - it is important to quickly fix the fact and contact the casino.

1. Initial inspection

Refresh the page or restart the casino client - sometimes the problem is caused by a delay in updating the interface.
Check the history of the game - almost all licensed casinos have a section with session logs, where every spin, bet and result is recorded.
Compare the balance in the game and on the main account - a situation is possible when the funds are credited to the bonus balance or in a separate currency.

2. Possible causes of the problem

Technical failure of the server or provider - the win could hang in the transaction processing.
Loss of connection at the time of accrual - the game may not have sent confirmation to the casino server.
The game session has not yet been completed - in some bonuses and tournaments, funds are accrued only after the final of the event.
Violation of the terms of the bonus - if the game went to bonus funds, it is possible to block the win before the vager is completed.
An integration error between the casino and the provider is a rare but possible situation that requires technical support intervention.

3. Actions for solution

1. Capture the evidence: take screenshots of the screen with the back result, balance, game history.
2. Check the rules of the game: specify exactly when the accrual should occur.
3. Contact casino support:

Specify the date, time, and title of the game.
Attach screenshots and a description of the situation.
Request verification of the transaction from the provider.
4. Keep all correspondence - it can come in handy in the event of a further dispute.

4. If the casino doesn't fix the problem

Contact the regulator (Curacao, MGA, UKGC, etc.) - licensed operators are required to handle complaints.
Use independent platforms to file a claim - for example, Casino Guru Complaints, AskGamblers.
Collect a complete chronology of events with dates and evidence.

5. Prevention of such situations

Play only at licensed casinos with trusted providers.
Before the game, study the rules for calculating winnings for a specific slot.
Check your transaction history regularly.
Keep an active channel of communication with support (chat, email, phone).

Conclusion:

If the winnings are not credited to the balance, it is important to act quickly and document each step. Clear recording of facts, competent appeal in support and knowledge of the rules of the game significantly increase the chances of successful recovery of winnings.