You assumed the welcome bonus would appear the moment you finished signing up, but instead the balance stays empty and the free spins never show. That gap between what you expect and what you see is usually caused by a bonus that was never activated or a deposit that did not carry the required promo code.

Welcome bonus and free spins missing after sign-up

After you register and make a qualifying deposit, the bonus balance or free spins area still shows nothing. At Casino de Montreal, the same problem often comes from a missed step in the bonus flow.

• The promo code was typed with extra spaces or the wrong case.
• The deposit was made before the bonus was selected, so the system saw a plain deposit.
• The account still has an unfinished bonus from an earlier offer.
• The payment method used does not qualify for that particular promotion.
• The bonus was credited to a separate bonus balance that is not shown on the main screen.

1. Open your account history and find the deposit that should have triggered the offer. Check whether a bonus ID or promo code is attached to it.
2. If no code appears, repeat the deposit flow slowly and enter the code exactly as shown, without spaces.
3. Look for a separate bonus wallet or a toggle between real money and bonus funds on the cashier page. https://casinodemontreal.eu.com/ keeps bonus funds in a separate balance that you may need to switch to.
4. Finish or cancel any active bonus before starting a new one, because most offers cannot run at the same time.
5. Confirm that the payment method you used is listed as eligible for the promotion on the offer page.
6. Close the browser tab, log out, and log back in so the balance refreshes from the server.
7. Take a screenshot of the deposit receipt and the bonus page before you contact support.

Contact support only after you have the deposit receipt, the promo code you used, and a screenshot of the missing bonus, as this lets them trace the exact transaction.

Identity verification stuck or documents rejected

You upload your ID or proof of address, and the verification status stays pending or flips to rejected without a clear reason. The usual cause is a document that is hard to read or does not match the account details.

• The photo is blurry, cropped, or covered by glare.
• The document is expired or shows a different name spelling than the account.
• The address document is older than the period the casino accepts.
• A corner of the document is missing from the frame.
• The file format or size is outside what the upload tool accepts.

1. Lay the document flat on a dark surface and photograph all four corners in bright, even light.
2. Check that the name, date of birth, and address on the document match your account profile exactly.
3. For proof of address, use a document that shows your full name and current address clearly.
4. Upload each document as a separate file instead of combining front and back into one image.
5. Use the file types the upload page accepts, and keep each file under the size the page allows.
6. After uploading, wait for the status to change before uploading again, because duplicate submissions can reset the review queue.
7. If a document is rejected, read the rejection reason on the verification page and correct only that issue before resubmitting.

Contact support if the status has not changed after you have resubmitted a clear document and corrected any mismatch.

Site or games not loading on a phone browser

You open Casino Montreal on your phone browser and the lobby is blank, a game spins forever, or the page reloads on its own. These symptoms usually come from the browser or the connection rather than the account.

• The mobile connection is weak or switches between Wi-Fi and mobile data.
• The browser has old cached files that conflict with the current site version.
• Pop-ups or scripts are blocked for the site.
• Too many tabs are open and the phone is low on memory.
• The game provider requires a newer browser version than the one installed.

1. Switch to a stable Wi-Fi network or a strong mobile data signal and reload the page.
2. Clear the browser cache and cookies for the site, then sign in again.
3. Allow pop-ups and JavaScript for the site in the browser settings.
4. Close all other tabs and background apps to free memory on the phone.
5. Update the browser to the latest version available for your phone.
6. Try a different browser to see whether the problem is specific to one browser.
7. Open a single game directly instead of loading the full lobby, and note whether the game itself loads.

Contact support if the problem continues across two different browsers and a stable connection, and include your phone model and browser version.

Deposit taken by the bank but missing from the casino balance

Your bank statement shows the deposit has left your account, but the casino balance still shows the old amount. In most cases the deposit is held between the payment provider and the casino and has not yet been posted.

• The payment provider is still processing the transfer.
• The deposit was sent to an old or incorrect payment reference.
• The casino account is not fully verified, so the deposit is held.
• The deposit exceeded a limit set on the account or the payment method.
• The payment was made from a method that is not in your name.

1. Refresh the cashier page and log out and back in to force a balance update.
2. Check your bank statement for the exact amount, reference, and timestamp of the deposit.
3. Confirm that the payment method is registered in your own name and matches your casino profile.
4. Look at the transaction history in the cashier to see whether the deposit is listed as pending.
5. If the deposit is pending, wait for the status to change before making another deposit.
6. If the deposit is not listed at all, take a screenshot of the bank statement line that shows the debit.
7. Send the screenshot and the payment reference to support in one message.

Contact support as soon as you have the bank statement screenshot and the payment reference, because they can trace the deposit with the provider.

Quick Reference

The table below maps each common problem to its usual cause and the first check you can do yourself.

Each first check tells you whether the problem sits on your side or with the casino. If the check passes, move to the next step in that section. If it fails, you already know what to fix before you contact support. A deposit that appears in the cashier history but not in the balance is usually a posting delay. A deposit that appears nowhere needs the bank screenshot. Keeping your profile name and address identical to your documents prevents most verification holds. Using the same browser and network for deposits reduces the chance of a payment getting stuck.

Before you make any deposit or claim any bonus, finish your profile details and upload clear documents, so the account is ready and the funds post without a hold.