If you expected to receive a Welcome Offer or bonus but cannot find it, check that you completed all the requirements in the applicable promotion terms and conditions.
Making a deposit does not automatically guarantee that you will receive a reward.
Promotions are subject to eligibility and qualifying requirements.
Did you opt in to the promotion?
Many promotions require you to opt in before completing any qualifying actions.
Promotion type | When you may need to opt in | Where to check |
Welcome Offer | During registration or before making your first deposit or placing your first qualifying bet. | The Welcome Offer terms and conditions. |
Other promotions | Before making a qualifying deposit, placing a bet or playing an eligible game. | The promotion terms in the Offers section. |
If the promotion requires an opt-in, actions completed before opting in may not count.
Did you complete every required step?
Each promotion includes instructions explaining what you need to do to qualify.
Depending on the offer, you may need to:
Opt in before taking part.
Make a qualifying deposit.
Use an eligible payment method.
Place an eligible bet or play a qualifying game.
Meet minimum odds, stake or wagering requirements.
Complete the requirements within a specified period.
Complete account verification.
Review the What You Need to Do section of the promotion terms and confirm that you completed every step.
Did your qualifying bet meet the requirements?
For some Sports Welcome Offers, only the first bet placed after opting in is considered.
Where this condition applies, the bet may not qualify if:
It was placed before you opted in.
It did not meet the minimum stake or odds.
The selected sport, event, market or bet type was not eligible.
It was cashed out before settlement.
It was voided or did not settle in the way required by the offer.
It did not meet another condition stated in the promotion terms.
If the first-bet condition applies and your first bet does not qualify, a later bet may not be considered instead.
The reward may not have been credited yet
Some promotional rewards are not awarded immediately.
The promotion terms will explain when the reward should be credited. This may be:
Immediately after you qualify.
After the qualifying bet or game has settled.
At a scheduled time.
Within a specified number of hours or days.
After the promotion ends.
Wait until the full stated period has passed before contacting Customer Support. Take account of any time zone specified in the promotion terms.
The promotion or reward may have expired
Promotions and rewards are only available for a limited period.
Check:
The deadline for opting in.
The qualifying period.
The reward’s expiry date.
Whether all required actions were completed before the relevant deadline.
If the qualifying period has ended, it may no longer be possible to claim the reward.
Welcome Offer eligibility
Welcome Offers are only available to eligible new customers.
A Welcome Offer may not be awarded if:
You do not meet the eligibility requirements.
You previously held or used another account.
A Welcome Offer has already been claimed using an account or details associated with you.
Your account has not been verified.
You did not opt in or complete the qualifying requirements within the applicable period.
Only one Welcome Offer may be available per customer, subject to the applicable terms and conditions.
How to find the offer reference code
If your reward is still missing after completing the checks above, Customer Support may ask for the offer reference code.
To find it:
Open the Offers section.
Select the relevant promotion.
Expand the promotion terms and conditions.
Look for the reference code shown with the offer details.
Contact Customer Support and provide the reference code, if available, along with the name of the promotion.
Is the promotion no longer visible?
If the promotion has disappeared from your account, see Why a promotion may not be available.
Not receiving promotion notifications?
Your marketing preferences affect whether you receive eligible promotional communications by email or SMS.
To review them, go to:
My Account → Settings → Marketing Preferences
Enabling marketing communications does not guarantee that you will receive or qualify for a promotion.