Why was my bonus not credited to my Just Casino account? The most common cause is that the deposit or first bet did not carry an active bonus code or the qualifying amount, so the system never attached the reward to the account.
Why the welcome bonus or free spins never appeared
The player finishes a deposit or a qualifying bet and sees the balance unchanged, while the bonus section stays empty and the free spins counter shows nothing. The reward looks lost even though the play that should trigger it has already happened.
- The bonus code was typed with a typo, an extra space or the wrong case, so the system did not recognise it.
- The deposit was made before the code was entered, or the code was added after the payment went through.
- The payment route used does not count towards the offer, even though the money arrived safely.
- The account already used the same welcome offer or a free spins package on an earlier registration.
- A minimum deposit threshold for the offer was not reached.
- Open the promotions area and compare the active offer with what the player expected to receive.
- Check that the bonus code matches the offer exactly, letter for letter, with no spaces at either end.
- Remember that a code must be entered before the qualifying deposit is confirmed, not after.
- Note whether the offer was a deposit bonus, a free spins pack or a first bet reward, since each triggers differently.
- Confirm that the payment route used is one the offer accepts.
- Look at the bonus history in the account, where credited and cancelled rewards are listed.
- Check for a pending bonus that needs a separate activation press.
- Close the extra browser tabs, since a session opened twice can drop the code on the second attempt.
- Sign out of Just Casino and sign in again through the phone browser, then reload the promotions page.
- Repeat the qualifying action only if the offer still shows as available and unused.
- Keep the payment confirmation for the qualifying deposit in case support asks for it.
- If free spins were expected, open the games that the package names, since some spins only load inside those titles.
- Clear the browser cache when the promotions page shows old offers.
- Check the account profile for any note about a restricted or duplicate welcome reward.
- Note the time and amount of the qualifying deposit before making contact.
- Write to support when the offer still shows as active but no reward has arrived after the qualifying step, and include the code used and the payment reference. Support can trace the bonus attachment on their side, and the team at https://www.justcasino.cn.com/ handles these bonus attachment cases directly.
Locked account or failed sign-in after wrong attempts
The player types the password and sees an error, then a lock message, and the sign-in page keeps returning them to the form. The account may be frozen for a short period after several wrong passwords, or the details may not match the registered profile.
- The password was mistyped several times in a row, which triggers a temporary lock.
- Caps lock or a phone keyboard set to another language changed the characters.
- The email or username used at sign-in differs from the one saved on the account.
- The password was changed recently, and an old saved password is being filled in automatically.
- A second sign-in attempt from another device caused the session to be closed.
- Stop retrying at once, since each failed attempt can extend the lock period.
- Type the password into a plain text field first to see exactly what is being entered.
- Check caps lock, the keyboard language and any trailing space.
- Use the password reset link sent to the registered email address.
- Open the email from the same device or another one, and use the newest reset link only.
- Set a new password that is not reused from another site.
- Turn off the browser’s saved-password autofill before signing in again.
- Sign in through the phone browser on a single tab rather than several open windows.
- Confirm the email address matches the one registered on the account.
- Allow the lock period to pass quietly if the message names a waiting window.
- Close other tabs where the Just Casino login page is still open.
- Clear cookies for the site if the sign-in page loops back to the form.
- Try a different network, since a weak mobile connection can break the session before it loads.
- Keep the attempt details, including the time of the lock message.
- Contact support when the reset email does not arrive or the lock stays in place after the waiting window, and ask for a manual unlock.
Identity verification stuck or documents rejected
The player uploads a passport or bill and the verification status returns to pending, or a rejection note appears without a clear reason. The queue may be busy, or the image may be too blurred to read.
- The photo is cropped, blurred, covered by glare or shot in low light.
- A corner of the document is missing from the frame.
- The document is expired or the name on it differs from the account name.
- The proof of address is older than the period the site accepts.
- Only one side of a two-sided document was sent.
- Photograph the document on a flat, well-lit surface with the whole page inside the frame.
- Check that all four corners and the machine-readable strip are visible.
- Keep the file in a format the upload form accepts, such as a clear photo rather than a scan of a scan.
- Send both sides of an identity card when the form asks for them.
- Make sure the name on the document matches the name typed into the account profile exactly.
- Use a proof of address that shows the player’s name and full address in one image.
- Avoid sending a utility bill with a barcode covering the address line.
- Upload one document at a time instead of a large combined file.
- Wait for the current review to close before uploading again, since a second upload can replace a good one with a weak copy.
- Check the account notifications for a specific rejection reason and correct only that point.
- Retake the photo if any text is unreadable at normal zoom.
- Remove covers, sleeves and fingers from the frame before the shot.
- Keep the original documents ready in case a clearer copy is requested.
- Confirm the account holds one profile, since duplicate registrations block verification.
- Re-upload only after a rejection note appears, not while the status still reads pending.
- Contact support when a document is rejected twice on points the player has already corrected, and ask for the exact requirement that failed.
Withdrawal still pending after the expected wait
The player requests a payout, the status stays on pending, and the balance sits in the account without moving. The usual cause is an unfinished verification step or a bonus still attached to the balance.
- Identity verification is not finished, so the payout waits for it.
- A bonus is still active and ties the balance to its play conditions.
- The payout method does not match the method used for the deposit.
- An earlier withdrawal is already in progress, and only one can run at a time.
- The account details changed shortly before the request, which sends it back for review.
- Open the withdrawal history and note the exact status shown.
- Check whether the identity check is complete, since a pending check holds every payout.
- Look at the bonus section to see if a reward is still active on the balance.
- Finish or clear the active bonus only if the player accepts its conditions, since cancelling can remove bonus winnings.
- Confirm the payout route is the same one used for the deposit.
- Make sure the account name matches the name on the payment account.
- Cancel nothing until the bonus situation is understood.
- Wait for any earlier request to finish before sending another.
- Check that the contact email on the account is still reachable.
- Avoid changing the password or the payment details while a payout is pending.
- Keep the withdrawal reference number from the confirmation screen.
- Note the amount and the time the request was submitted.
- Sign in through the phone browser to see the current status rather than an old cached page.
- Do not submit the same request twice, since a duplicate can push both back into review.
- Watch the account notifications for a request for extra documents.
- Contact support when the status stays pending and no extra document has been asked for, and give the reference number and amount.
Most of these problems start at one point: finish identity verification and settle any active bonus before making a deposit or a payout request.