You ticked the box for free spins and the reels opened with no extra balance, a gap that usually comes from the bonus not being attached to the account. The most common cause is a missed or mistyped bonus code at the point of deposit.

Welcome bonus or free spins missing after deposit

The player sees the deposit land in the cash balance while the bonus balance and spin counter stay empty.

• The bonus code was not entered or was typed with a different capitalisation.
• The deposit was made before the bonus was selected, so no code was attached.
• An earlier welcome offer on the same account blocks a second welcome bonus.
• The deposit fell below the minimum the offer requires.
• Free spins are tied to a specific game that was not opened first.

1. Open the bonus history in the account area and note whether the offer appears as active, used or absent.
2. Compare the code you typed with the one shown for the offer, letter by letter, including capitals.
3. Check that the deposit was completed after the code was applied, not before.
4. Confirm the deposit amount met the minimum the offer states for the welcome bonus.
5. If spins are part of the offer, open the named game from the bonus entry rather than from the lobby.
6. Log out and back in so the bonus balance refreshes on the screen.
7. If the bonus still does not appear, send support the code, the deposit reference and a screenshot of the empty bonus area.

Contact support when the bonus history shows the offer as active but the balance stays at zero after a fresh login.

Identity verification stuck or documents rejected

The player sees the verification status unchanged and a message that a document did not pass the check.

• A photo is blurred, cropped or shows glare across the text.
• The document has expired or the details do not match the account name.
• Only one side of an ID was uploaded when both sides are needed.
• The file type or size falls outside what the upload field accepts.
• A corner of the document is covered by a finger or a shadow.

1. Open the verification area and read the reason shown next to the rejected document.
2. Photograph the document flat on a table in daylight, with all four corners visible.
3. Make sure the name, date of birth and expiry date are sharp and readable.
4. Upload both sides of an ID when the form asks for front and back.
5. Save the image in a standard format and keep the file within the size the field allows.
6. Submit again and leave the status page open until it refreshes with a new result.

Contact support when the same document is rejected twice with no reason given, and ask which detail failed.

Withdrawal pending longer than expected

The player sees the withdrawal listed as pending while the cash balance stays unchanged.

• Identity verification is still open, so the payout is held until it clears.
• A bonus is still active and its play conditions are not finished.
• The withdrawal method differs from the one used for the deposit.
• The payout request was made before a deposit cleared.
• The account details for the payout method do not match the account name.

1. Open the withdrawal history and note the exact status word next to the request.
2. Check the verification area for any document still waiting for review.
3. Look at the bonus section to see whether an active offer still has play conditions attached.
4. Confirm the payout method matches the one used to deposit.
5. Make sure the account name on the payout method is identical to the name on the profile.
6. Cancel and resubmit the request only if the status offers that option; resubmitting moves it to the back of the queue.
7. Keep the request reference ready before you contact support.

Contact support when the status stays pending after verification is complete and no bonus is active.

Deposit or withdrawal declined by limits

The player sees a message that the amount is outside the allowed range for the account or the method.

• The amount is below the minimum or above the maximum set for that method.
• The account has a personal limit that caps the transaction.
• The payout method has a lower ceiling than the one used to deposit.
• Several requests in a short period add up past a daily or weekly ceiling.
• A first withdrawal is capped while verification is still new.

1. Read the message in full and note whether it names a minimum, a maximum or an account limit.
2. Compare the amount with the range shown for the chosen method in the cashier.
3. Split a large payout into amounts that fit inside the range for that method.
4. Check the account limit settings and adjust them only if you want a different cap.
5. Use a payout method whose ceiling matches the amount you want to withdraw.
6. Wait for any earlier request to finish before starting another one.

At https://casinodemontreal.eu.com the cashier shows the range for each method before the amount is confirmed, which helps players avoid a decline. If the amount fits the range and the message still appears, contact support with the reference of the declined request.

Quick Reference

The table pairs each problem with its usual cause and the first check to run.

A missing bonus is almost always a code that did not travel with the deposit. A stuck verification usually means one detail on the document is unreadable. A pending withdrawal clears once verification finishes and any active bonus conditions are met. Limit declines come from the range attached to the method, not from the account balance. Splitting a large payout into smaller requests often removes the block. Keeping one payout method for deposits and withdrawals prevents most mismatches.

Before you start a session, apply any bonus code first and confirm it appears on the deposit screen; that single habit prevents most of the problems above.