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You see a blank bonus balance after claiming the welcome offer, or a deposit that left your bank but never reached your casino account. The most common cause is a small mismatch between the details you entered and the conditions attached to that bonus or payment.

Welcome bonus or free spins missing from your balance

The bonus screen shows a completed claim but your balance has not changed. The list below covers the usual reasons.

• The minimum deposit needed to trigger the offer was not met.
• A bonus code was typed with a space or the wrong case.
• The deposit went through before the bonus was selected.
• A previous bonus is still active and blocks the new one.
• The account is not yet eligible for promotions.

Work through these steps in order:

1. Open your bonus history and note the status shown for the offer.
2. Compare the deposit amount with the minimum stated for that bonus.
3. Re-enter the bonus code exactly as written, with no extra spaces.
4. Check whether an older bonus is still active on the account.
5. Finish or cancel the older bonus before claiming again.
6. Make a new deposit that meets the minimum and select the bonus first.
7. Confirm the bonus appears on the balance before you start playing.
8. If free spins are missing, open the game tied to the offer.
9. Some free spins load only when that game is launched.
10. Restart the phone browser if the balance still shows the old figure.
11. Clear the browser cache and sign in again.
12. Try the same steps on a different browser or device.
13. Note the time of the claim and the amount deposited.
14. Take a screenshot of the bonus screen and your balance.
15. Contact support with those details if the bonus is still absent.

Reach out to support when the bonus history shows the offer as completed but no funds or spins have arrived.

Deposit taken by the bank but absent from the casino balance

Your bank statement shows the payment as sent, yet the casino balance stays the same. These are the usual reasons.

• The payment is still being confirmed between the providers.
• The deposit was sent to a different account than the one you are viewing.
• The payment was declined after you left the cashier screen.
• A browser refresh interrupted the confirmation step.
• The deposit reference was entered incorrectly.

Follow these steps before you try again:

1. Refresh the balance page once and wait a moment.
2. Sign out and sign back in to reload the account.
3. Open your transaction history and look for the deposit entry.
4. Check that the entry matches the amount on your bank statement.
5. If the entry is missing, do not send the deposit a second time.
6. Keep the bank confirmation or receipt open.
7. Note the date and time shown on the bank receipt.
8. Compare the account you used with the one now open.
9. Open the cashier on the same phone browser you used before.
10. Clear the browser cache if the page shows old figures.
11. Sign in to your account at goldentigercasino-ca.org/ and open the cashier there.
12. Check the pending items list in the cashier.
13. If the deposit is listed as pending, wait for it to clear.
14. Contact support with the bank receipt if the entry never appears.

Contact support as soon as the bank confirms the payment but no transaction appears in your history.

Identity verification stuck or documents rejected

The verification page shows your documents as rejected without a clear reason. These causes are common.

• Photos are blurry or show glare on the text.
• Only one side of a document was uploaded.
• The document has expired or is damaged.
• The name on the document differs from the account name.
• The file type is not accepted by the upload form.

Use this sequence to fix the submission:

1. Read the rejection note on the verification page.
2. Take new photos in daylight without flash.
3. Place the document flat on a plain surface.
4. Capture all four corners inside the frame.
5. Upload both sides if the document has two.
6. Check that the text is sharp when you zoom in.
7. Use a file type the upload form accepts.
8. Make sure the name matches your account exactly.
9. Submit the new files one at a time.
10. Note the time of each upload.
11. Wait for the review status to change before re-uploading.
12. Do not send the same files again while a review is open.
13. Keep a copy of every file you send.
14. Use the same browser for all uploads.
15. Contact support if a document is rejected twice with no reason shown.

Contact support when your documents meet every condition above but the status stays rejected.

Withdrawal pending longer than expected

The withdrawal sits in pending while the balance shows the amount as reserved. The reasons below explain most delays.

• Identity verification is not finished.
• An active bonus still has conditions attached.
• The withdrawal method differs from the deposit method.
• The request was made during a busy period.
• A payment detail on the account is incomplete.

Take these steps to move the request forward:

1. Open the withdrawal history and note the status.
2. Finish any open verification step on the account.
3. Check whether a bonus is still active on the balance.
4. Complete or cancel that bonus if it blocks the payout.
5. Confirm the payout method matches the one you deposited with.
6. Check that your payment details are complete and current.
7. Avoid sending a second request for the same amount.
8. Keep the confirmation of the original request.
9. Sign out and back in to refresh the status.
10. Restart the phone browser if the page does not update.
11. Clear the cache and check again after a short wait.
12. Note the date and time of the request.
13. Take a screenshot of the pending status.
14. Use that screenshot as a reference in any message to support.
15. Contact support if the status has not changed after all checks.

Contact support once verification and bonus conditions are cleared but the withdrawal remains pending.

Keep your account name, payment details and bonus code identical every time you deposit, and most of these problems never start.