Your old casino showed your bonus the moment you deposited, but here nothing appears after you pay — and the screen simply refreshes to the lobby. A bonus that stays uncredited is usually caused by a deposit that did not carry the required bonus code or that never reached the account as a qualifying payment.

A welcome bonus or free spins that never arrive

You pay, return to the lobby, and the balance still shows only your deposit, with no free spins waiting.

• The bonus code was left out of the deposit form or mistyped.
• The deposit fell below the minimum amount that unlocks the offer.
• The payment method used is not one that counts for the welcome bonus.
• You already claimed a welcome offer on the same account or device.
• The bonus was credited but sits in a separate bonus balance the lobby does not show at first.

1. Refresh the page or reopen the browser and sign in again.
2. Open the wallet area and look for a bonus balance next to the cash balance.
3. Recheck the deposit amount against the minimum the offer requires.
4. Confirm that the code was typed exactly as given, with no spaces, before the payment went through.
5. Review whether the payment method you chose is one that qualifies for the offer.
6. If the code was missing, wait for the deposit to settle before trying anything else.
7. Do not make a second deposit just to trigger the same bonus again.
8. Open https://hardrockcasino-ottawa.eu.com and sign in to your account.
9. Go to the bonus or promotions area in your profile.
10. Check whether the offer is listed as claimed, active, or not claimed at all.
11. If it shows as not claimed, enter the code in the bonus field and confirm.
12. Take a screenshot showing the bonus balance and the deposit record together.
13. Contact support with that screenshot, your username and the time of the deposit.

Write to support when the offer is missing after the deposit has settled and the code and method were correct; the team can trace the credit on their side.

Login failure and a locked account after failed attempts

The sign-in page returns the same error or a lock notice, and even the correct password no longer gets you in.

• Several wrong passwords in a row triggered a temporary lock.
• Forgotten password, or a password changed on another device.
• The email address was typed with a typo or a different spelling.
• Old browser data keeps resending a saved, outdated password.
• Account details are incomplete, so the system blocks access until they are updated.

1. Stop retrying at once; each failed attempt extends the lock.
2. Close the browser and open the page in a private window to clear saved logins.
3. Type the username and password by hand instead of using autofill.
4. Try the password reset link that goes to your email address.
5. Open the email from the inbox on a phone browser, not a mail preview.
6. Set a new password you have not used elsewhere.
7. Sign in with the new password and avoid copying it from a note.
8. If the lock notice remains, leave the account alone for a short while before retrying.
9. Clear the browser cache and cookies for the site, then reload the page.
10. Check that your profile holds your current address and contact details.
11. Upload any missing identity document in the profile area if the account asks for it.
12. Make sure your device date and time are set automatically.
13. Try one more sign-in from a single tab only.
14. Contact support if the lock persists, giving your username and the exact error text.

Reach out when the lock survives a password reset and a cleared browser, since only support can lift it.

A withdrawal that stays pending far too long

The withdrawal shows as pending, the balance is already reduced, and nothing moves for a stretch you did not expect.

• Identity checks have not been completed on the account.
• The bonus attached to the deposit has not been fully played through.
• The payout method differs from the one used to deposit.
• An open review on a recent deposit is holding the request.
• The request is queued behind a withdrawal already in progress.

1. Open the withdrawal history and note the status wording exactly.
2. Check the bonus balance; any unplayed bonus requirement blocks a cashout.
3. Complete any outstanding identity checks in the profile area.
4. Upload a document that is in date and shows your full name.
5. Make sure the name on the payout account matches your player profile.
6. Use the same payout route as your deposit where the system allows it.
7. Cancel any second withdrawal request so only one is in the queue.
8. Avoid playing with the funds tied to the pending request.
9. Log out and back in to refresh the status shown.
10. Keep the confirmation of each deposit ready in case it is requested.
11. Do not send the same request again from a second browser tab.
12. Note the reference number attached to the withdrawal.
13. Allow the review to finish before raising a second query.
14. Contact support with the reference number if the status has not changed after the review window.

Write to support once every condition is met and the request still sits pending, quoting its reference number.

Deposits or withdrawals declined by limits

A message says the amount exceeds a limit or is below the minimum, and the transfer stops before it starts.

• The amount is under the minimum the payment route accepts.
• The amount is above the single-transaction cap on your account.
• A daily or weekly limit has already been reached.
• A limit you set yourself is lower than the amount you tried.
• The payout method carries its own cap that is smaller than the cashout.

1. Note the exact figure in the error message before changing anything.
2. Compare the amount you entered with the minimum shown on the payment form.
3. Lower the amount below the single-transaction cap and submit again.
4. Split a large cashout into smaller requests only where your account allows several pending payouts.
5. Check the limit settings in your account and compare them with the amount.
6. If you set a lower limit yourself, raise it and wait for the change to take effect.
7. Try the deposit again in a fresh tab once the limit allows it.
8. Use a payout route whose cap fits the amount you want to take out.
9. Keep the declined attempt visible in your history for reference.
10. Do not repeat the same declined request many times in a row.
11. Complete your identity checks so the payout cap can be reviewed.
12. Write down the amount, route and time of each declined attempt.
13. Wait for any daily window to reset before retrying a deposit.
14. Contact support when the amount is within the stated range and the decline continues.

Contact support when a payment inside the stated range is still refused, with the error text and the amount you entered.

Most of these problems start with a detail entered at the deposit step, so keep your profile details current and enter every code by hand before you confirm a payment.