You press the claim button and the screen tells you the bonus is active, yet the balance does not change and no spins appear in your list. Most often this happens because the welcome offer was never actually accepted, or because a deposit that should have unlocked it is still sitting outside your casino balance.
Welcome bonus or free spins missing after opting in
The player completes the opt-in, returns to the lobby, and finds the bonus banner gone while the balance shows the plain deposit amount.
- The offer was never ticked or confirmed before the deposit went through.
- A previous welcome package was already used on the same account.
- The deposit was made with a method the promotion excludes.
- The spins sit in a separate section rather than on the game itself.
- The account still has an unfinished bonus tied to it.
- Open the promotions or bonus history area and confirm the offer shows as active on your account.
- Return to the lobby and reload the page so the balance and spin counter refresh.
- Check the free spins section for a separate counter before assuming nothing arrived.
- Confirm your deposit went through the same route the offer is built around.
- If the offer is still absent, write to support with the promotion name and the deposit reference.
Contact support once the offer shows as claimed but the credit never landed on your balance.
Deposit taken by the bank but missing from the balance
The payment leaves the bank account and the casino still shows the old figure, with no pending entry in the history.
- The deposit is still moving between the bank and the casino.
- The payment was sent from an account that does not match the player profile.
- A bonus code was entered in the wrong field and the payment stalled.
- The session ended before the confirmation screen was reached.
- A smaller test deposit was made before the main one and the screen was not refreshed.
- Refresh the page and log out and back in to force the balance to reload.
- Open the transaction history and look for the payment as pending rather than failed.
- Confirm the last digits of the sending account match the details saved on your profile.
- Save the bank receipt or reference number from your payment provider.
- Wait for the payment to clear on both sides before starting a second deposit.
- Send the reference to support if the payment still shows nowhere in your history.
Reach out once the bank confirms the money left and the casino history shows nothing at all.
Identity documents stuck or rejected
The player uploads the requested documents and the account stays locked, with no message explaining what went wrong.
- A photo is blurred, cropped or shows glare over the text.
- Only one side of a document was sent when both sides are needed.
- The name on the document differs from the name on the profile.
- The document has expired or the address is out of date.
- The file is too heavy for the upload to complete.
- Retake each photo in daylight, flat on a surface, with all four corners visible.
- Upload both sides of every document that has two sides.
- Match the spelling of your name exactly to the document.
- Compress large files or send a smaller image of the same document.
- After a rejection, send the corrected copy through the verification section of Leon Casino online rather than a new message thread.
Contact support when a clean, correctly named document is rejected twice on the Leon Casino bonus verification page and no reason is shown.
Quick Reference
The table below matches each problem with its usual cause and the first place to look.
| Problem | Usual cause | First check |
|---|---|---|
| No welcome bonus after deposit | Offer not confirmed before paying | Bonus history entry |
| Free spins not visible | Spins held in a separate counter | Spins section in the lobby |
| Deposit not on balance | Payment still clearing | Pending entry in history |
| Documents rejected | Blurred or cropped photo | Image quality of each upload |
| Account still locked | Name mismatch on the document | Spelling on the profile |
Most bonus complaints trace back to one of these rows, so start with the column on the right. A quick look at the bonus history settles the first two rows without any message to support. The deposit rows turn on timing, so a refresh after the payment clears often fixes what looks like a lost payment. Document rows come down to image quality, which the player controls entirely. On a phone browser, the same checks apply, but zoom in before taking a photo of any document. Keep the reference numbers from each step so support can trace the case in one go.
The single habit that prevents most of these issues is claiming a promotion and reading its conditions before you deposit, then keeping every payment reference until the balance matches.