You assume the bonus code was applied when you registered, but the welcome offer never appears and your balance stays unchanged. The most common cause is a missed opt-in step or a code that was entered after the first deposit.

Welcome bonus or free spins not credited

You finish registration, make a deposit, and the expected bonus or spins are absent from your balance.

• The promo code was not entered during registration or the deposit.
• The deposit was made before the bonus was activated.
• The payment method used does not qualify for the offer.
• Free spins are tied to a specific game that was not opened.
• A previous bonus on the account is still active.

1. Open your account history and find the deposit tied to the missing bonus.
2. Check whether the bonus code appears next to that deposit.
3. If no code is shown, the offer was never attached to the deposit.
4. Look for an active bonus section and note any bonus that is still running.
5. Finish or cancel the active bonus only if the terms allow it.
6. Return to the promotions page and confirm the welcome offer is still available to you.
7. Add the correct code when you make your next qualifying deposit.
8. Open the specific game named in the free spins offer so the spins can load.
9. Refresh the lobby after depositing and look for a claim button.
10. Note the time and amount of the deposit that should have triggered the bonus.
11. Contact support with the deposit reference and the offer name if the bonus still does not appear.

Reach out as soon as you have confirmed the deposit was eligible and no active bonus blocks the new one.

Deposit missing from casino balance

Your bank shows the payment as completed, but the casino balance still shows the old figure.

• The payment is still being confirmed by the payment provider.
• The deposit was sent to a different account or currency.
• The payment method requires a manual review.
• The deposit was made while a bonus was pending and is held separately.
• A technical error interrupted the message between the provider and the casino.

1. Open your banking app and confirm the payment status is completed, not pending.
2. Note the exact amount, currency and any reference number shown by your bank.
3. Return to the casino and open the transaction history for the same period.
4. Check whether the deposit appears as pending rather than completed.
5. If it is pending, wait for the status to change on both sides.
6. If it is absent, log out and log back in to refresh the balance.
7. Try a different browser or clear the cache on your phone browser.
8. Make sure you are using the correct account and currency for the deposit.
9. Look for any message about a manual review of the payment.
10. Keep a screenshot of the bank transaction and the casino history.
11. Contact support with the reference number if the balance still does not update.
12. Do not send a second deposit until the first one is traced.

Contact support once your bank shows the payment as completed and the casino history does not list it.

Withdrawal pending longer than expected

The withdrawal request shows as pending, and the funds have not left the casino balance.

• Identity verification is not yet complete.
• The withdrawal method differs from the deposit method.
• A bonus still has an active wagering requirement.
• The request was made during a period of higher review volume.
• The account has a security hold for a routine check.

1. Open the withdrawal section and note the current status of the request.
2. Check whether any bonus is still active on the account.
3. Complete any remaining wagering before requesting another withdrawal.
4. Confirm that the withdrawal method matches the method used for the deposit.
5. Look for a document request in your account messages.
6. Upload the requested documents in the verification area.
7. Make sure your name and address match the documents exactly.
8. Remove any expired payment method from the account.
9. Cancel and resubmit the request only if the status allows it.
10. Note the date and reference of the pending request.
11. Contact support if the status has not changed after the review period shown in your account.
12. Keep the chat or email reference for follow-up.

Contact support when the request remains pending after the stated review window and all documents are approved.

Identity verification stuck or documents rejected

The verification page shows a pending or rejected status, and the withdrawal remains on hold.

• The document photo is blurred or cropped.
• The name or address differs from the account details.
• The document has expired.
• A proof of address is older than the accepted period.
• Only part of a multi-page document was uploaded.

1. Log in to Royal Vegas and open the verification section.
2. Read the rejection reason shown next to each document.
3. Retake the photo in good light with all four corners visible.
4. Upload the full page, not a screenshot of a screenshot.
5. Use a document that is currently valid and shows your full name.
6. Make sure the address on the document matches your account address.
7. Upload a proof of address that is recent enough for the review.
8. Send each document type only once to avoid duplicates.
9. Wait for the status to change before uploading again.
10. If the status stays pending, contact support through the royalvegas.de.com help channel.
11. Ask which specific document is missing or unclear.
12. Keep a copy of everything you upload.

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

Quick Reference

The table below lists the first check for each common problem.

Each row points to the first place to look, not the final answer. A bonus problem often starts with the deposit history because the code is recorded there. A missing deposit is usually a timing issue between the bank and the casino. Withdrawals and KYC are linked, so check verification before resubmitting a request. Login failures are often caused by saved passwords or an old browser tab. Fixing the first check in each row removes most of the guesswork before you contact support.

Save the confirmation screen after every deposit and bonus claim so you have the reference ready when something goes wrong.