You see an error message on the login screen or your free spins are missing from the bonus section, and a simple browser refresh did not help.

Welcome Bonus or Free Spins Not Credited

You have completed the registration or first deposit, but the free spins or bonus balance shows zero.

• The welcome offer was not claimed during sign-up.
• The deposit amount does not meet the minimum required for the bonus.
• The selected payment method is excluded from the promotion.
• A bonus code was required and you forgot to enter it.
• The offer is only available to new players from certain regions.

1. Open your account settings and check that you are logged in.
2. Go to the promotions page to confirm the offer is still active for your account.
3. Review the deposit history to ensure the transaction settled successfully.
4. Look for any bonus code field in the deposit form and enter the code shown on the promotion.
5. If the bonus requires opt-in, click the “Claim” button on the offer page.
6. Wait up to a few minutes after depositing, then refresh the cashier or bonus section.
7. Reload the casino lobby in a new tab to trigger the credit.
8. Check the terms for a maximum deposit amount for the bonus; deposits above that may not trigger it.
9. Ensure your account email is verified; unverified accounts may block bonus credits.
10. Select a payment method not listed in the promo exclusions.
11. Close the browser and restart the device to clear temporary cache.
12. Log out and log in again to refresh the session.
13. If the offer has a wagering requirement, note that free spins may appear after meeting a deposit threshold.
14. Contact support through the live chat if none of the above works.
15. Provide your username, deposit amount, and the exact bonus name in the message.
16. Wait for a confirmation email or chat response; the agent will credit the bonus manually if eligible.

When none of these steps adds the free spins, send a message to support with your deposit receipt and the promotion name.

Site or Games Not Loading on Your Phone

You tap the link to play, but the screen stays white or shows a loading spinner that never finishes.

• The mobile browser is outdated and does not support the casino software.
• Your internet connection is slow or unstable over Wi-Fi or mobile data.
• The phone memory is nearly full, causing pages to crash.
• Pop-up blockers or ad-blocking extensions interfere with game loading.
• The casino is undergoing maintenance or blocking certain networks.

1. Close all browser tabs and restart the phone completely.
2. Clear the browser cache and cookies in the settings menu.
3. Update your browser to the latest version from the app store.
4. Switch from Wi-Fi to mobile data or vice versa to test the connection.
5. Turn off any VPN or proxy service temporarily.
6. Disable ad-blocker or content-blocking extensions in the browser.
7. Use a different browser such as Chrome or Safari.
8. Reduce screen brightness or close other apps to free up RAM.
9. Visit leoncasino-ca.com directly in the address bar instead of using a saved bookmark.
10. Enable JavaScript in the browser settings if it was turned off.
11. Try loading a free-play game first to separate connection issues from login issues.
12. Check the casino’s social media or status page for outage announcements.
13. Plug the phone into a charger, as low battery can throttle performance.
14. Restart the home router if on Wi-Fi.
15. Wait 15 minutes and reload the page.
16. Contact support via email with your phone model, operating system version, and browser name.

If games still fail to load, provide your device details to the support team so they can test the compatibility.

Cannot Log In or Account Locked After Failed Attempts

You enter your username and password but receive a message saying the login failed or the account is locked.

• The Caps Lock key is on, and the password is case-sensitive.
• The password was recently changed on another device and not synced.
• An incorrect username or email was used.
• The account was locked after multiple failed login attempts for security.
• A pending withdrawal or verification request may pause account access.

1. Check that Caps Lock is off and type the password slowly in a text editor to see what you enter.
2. Use the “Forgot Password” link to reset your password via email.
3. Confirm you are using the correct email address associated with the account.
4. Wait 30 minutes after the last failed attempt before trying again.
5. Clear cookies and cache in the browser, then restart it.
6. Try logging in from a different browser or phone to rule out a device issue.
7. Ensure your internet connection is stable; a poor connection can stop the login process.
8. Check your email inbox and spam folder for any lockout notification from the casino.
9. If you use a password manager, manually type the password instead of autofill.
10. Disable any browser extensions that modify login forms.
11. Log in using the phone number option if your account has one linked.
12. Verify that your account is not set to self-exclusion or a cooling-off period.
13. Contact support with your username and a request to unlock the account.
14. Provide identification documents if required to prove ownership.
15. Wait for the support team to confirm unlock or send a new password.
16. After unlocking, change your password to a strong, unique one.

If the account remains locked, reach out to support with your registered email address and a description of the issue.

Deposit Left Your Bank but Not on Casino Balance

You see the withdrawal on your bank statement, but the casino cashier still shows the same balance as before the deposit.

• The payment process is pending and takes additional time to settle.
• The transaction was flagged for security review by the casino’s payment team.
• The deposit was made using a method not accepted for your account currency.
• A technical error caused the funds to be placed in a pending status.
• The deposit limit set on your account did not allow the amount.

1. Check the transaction history in the cashier section to see if the deposit shows as pending.
2. Refresh the cashier page after a few minutes without logging out.
3. Close the browser and reopen the full site, not a saved link.
4. Verify the payment method you selected matches one accepted by the casino.
5. Check your email for a confirmation message from the casino about the deposit.
6. Clear the browser cache and cookies, then log in again.
7. Wait at least an hour before contacting support, as some methods take time.
8. Contact your bank to confirm the transaction was approved and not reversed.
9. Take a screenshot of the bank statement showing the payment to the casino.
10. Open the live chat and provide your username and the transaction reference.
11. Ask the agent to check the payment gateway log for your deposit.
12. If the deposit was in a different currency, confirm the conversion rate used.
13. Ensure you have not exceeded a daily or weekly deposit cap.
14. Request the agent to force a balance update on the casino side.
15. After they confirm receipt, log out and log back in to see the updated balance.
16. If the deposit still does not appear, ask the agent to refund it to your bank.

When the balance stays unchanged after an hour, contact support with the transaction ID and bank statement evidence.

Before any play, keep a screenshot of every deposit confirmation and never share your login credentials—this single habit avoids most delays and lockouts.