“Why is my deposit missing from my balance?” players ask after a payment leaves the bank but the casino balance stays the same, and the usual cause is a transfer still in progress. The money sits between the bank and the casino until both sides finish their part.
Deposit taken by the bank but absent from the balance
The bank shows the payment as complete, yet the casino wallet still shows the old figure and no bonus balance.
- The transfer is still moving between the bank and the processor.
- The payment was sent to a different reference than the one linked to the account.
- A pending status blocks the credit until the processor confirms it.
- The deposit method used is not the one registered on the account.
- A failed step left the transaction half finished.
- Refresh the page and sign in again before doing anything else.
- Open the transaction history and note the status shown for the payment.
- Compare the amount and the reference with the bank statement.
- Wait until the bank marks the payment as settled rather than pending.
- Keep the payment receipt ready if you must raise the matter.
- Check that the method used matches the one saved on the account.
- Close the browser tab and log back in from a fresh session.
- Note the date and the exact amount before you make contact.
- Stop sending further deposits until the first one is credited.
- Write one short message describing what the bank shows and what the balance shows.
- Allow a full working day before you treat the payment as lost, then contact support.
Contact support once the bank confirms the payment settled and the balance still does not match.
Welcome bonus or free spins that never arrived
The player finishes a first deposit or enters a code, and the bonus balance or spin counter stays at zero.
- The deposit that should trigger the offer did not carry the right code.
- The offer applies only to a first deposit and the account already had one.
- The payment method used falls outside the qualifying methods for the offer.
- The bonus sits in a separate section that needs a manual activation.
- The code was typed with a spelling or spacing error.
- Sign in and open the bonuses section to see whether the offer is listed as available.
- Activate the offer from that section if it shows a claim button.
- Re-enter the code exactly as written, without extra spaces.
- Confirm the deposit was the first one made on the account.
- Check that the payment method used belongs to the qualifying group.
- Log out and back in so the balance refreshes.
- Keep a screenshot of the offer and the code used.
- Make no second deposit while the first claim is unresolved.
- Write down the code, the date and the amount of the deposit.
- Send support a short message with those details and the screenshot.
- Leave the bonus balance untouched until the answer arrives, because play during a dispute complicates the record.
Contact support when the offer was activated, the code was correct and nothing appears after a full refresh.
Deposits and withdrawals blocked by limits
The player submits an amount and receives a message that the sum falls outside the allowed range for the account.
- The amount is above the ceiling set for a single transaction.
- The amount is below the smallest sum the method accepts.
- The account has already used its allowance for the day, week or month.
- The chosen payment channel has its own cap lower than the casino limit.
- The remaining withdrawal room is smaller than the requested sum.
- Read the message carefully, because it usually names the limit that was hit.
- Split a large request into smaller parts only if the rules allow it.
- Pick a different payment channel whose range fits the sum.
- Wait for a daily or weekly allowance to reset before trying again.
- Leave the pending request in place rather than sending a duplicate.
- Compare the requested amount with the per-transaction cap on the account.
- Adjust the sum to sit inside the range on both sides.
- Keep a record of the reference numbers of the declined attempts.
- Plan larger withdrawals around the reset of the allowance.
- Send one message with the amount, the method and the exact error text.
- Contact luckygreencasino.eu.com support when the amount is well inside the stated range and the request still fails.
Contact support when every amount inside the stated range is refused, because the account settings may need a manual review.
Identity checks that stall or documents rejected
The player uploads a passport or bill and later sees the check back at review, or the file marked as rejected.
- Corners of the document are cropped or covered by a finger.
- The photo is blurred, dark or taken at an angle.
- The name on the document differs from the name on the account.
- The proof of address is older than the period the casino accepts.
- The file format or size falls outside what the upload form accepts.
- Open the verification section and read the status of each submitted file.
- Retake the photo in daylight with the whole document inside the frame.
- Make sure no glare or shadow covers the photo or the text.
- Upload the side of the document that carries the photo and the number.
- Use a bill that shows the full name and the address exactly as registered.
- Rename files clearly so the reviewer knows which document is which.
- Submit one document per request instead of combining several into one image.
- Make sure the file meets the accepted format and size on the upload page.
- Wait for the review to finish before uploading the same file again.
- If the name changed legally, add the supporting paper with the new document.
- Send support a brief note when a valid document is rejected twice.
Contact support when a clear, valid document is refused a second time, so a person can look at the file.
Keep the name, address and payment details on the casino account identical to those on your bank records, and most of these blocks never start.