My bonus was not processed: what should I do?
Written by :
Julia Silva
Reviewed by :
Larissa Borges
Every bookmaker that seeks to retain its player base offers different bonus options .
Until the regulation of betting, welcome bonuses were the most popular, but now they will no longer be allowed .
In addition to these, we also have cashback, free spins and bonus multipliers (receive x times the amount bet on the Champions League, for example).
Along with a large and varied catalog, doubts also arise: it is very common for bettors to realize that the bonus was not processed for various reasons, such as a lack of understanding of the brands’ terms and conditions.
To get an idea, we analyzed Betano’s Reclame Aqui page and noticed that of more than 4,900 complaints, approximately 1,300 had the word bonus in the message.
This guide was created to help you identify the main reasons that lead to benefit cancellation.
1. Check the deadline
Every bonus has a deadline. Some bookmakers set a short period of up to 7 days for you to place your bets and meet all the prerequisites, such as the minimum amount and how many times that amount has been wagered.
The first step, then, is to realize if for some reason your promotion has expired and you didn’t notice . If this is the case, the bonus amount is automatically taken from your account.
2. Understand if the rollover has been completed
Rollover refers to how many times you must wager the amount you will receive as a bonus. If a bookmaker’s rollover is 5x and the minimum is R$10, this means that you must wager at least R$50 on the selected events.
Unfortunately, beginner bettors often believe that they can simply deposit any amount into their account to win prizes. This is a misinterpretation of promotions — and many bookmakers leave the Terms and Conditions omitted or difficult to find.
3. Check if the account is verified
Although most bookmakers require identity verification, some do not restrict access to the bonus if you have not yet completed the process.
You can request it, now there is the possibility that the house will “hold” the withdrawal of the amounts until confirmation is made. Therefore, we always recommend that you send your verification documents right after creating the account, even before requesting any bonus.
This is one of the main ways for a bookmaker to ensure that each profile is unique and does not belong to the same player, who creates several accounts to “circumvent” the terms and conditions.
4. See the accepted payment methods
Betway’s bonus has always been restricted to PIX. If someone had placed a bet via bank transfer, for example, they would not be able to take advantage of the benefit.
Make sure, then, that the payment method used to deposit into the account is present in the bonus terms and conditions.
5. Consider external factors
Our team has noticed an increase in complaints about Betano on social media. Users have been reporting more frequently that they have not received a bonus offer, despite having seen advertisements for the brand online/in advertising spaces.
Betano’s return has been following a pattern similar to this response, given on Reclame Aqui:
” Bonus distribution is a structured process that takes into account a number of factors, including the client’s activity history, engagement with our platform, trading volume and other relevant criteria. Therefore, the availability of bonuses cannot be guaranteed for all clients, as it is based on individual merits and internal assessments .”
Even if all terms and conditions are met, the house may still deny the bonus offer to the bettor.
Although it may be unpleasant, this information is described in the brand’s terms of use , agreed to by all people who create the account. Therefore, we reinforce the importance of reading the material.
I feel I have met all the terms, what should I do?
If you have carefully read the brand materials and believe that the bonus was not processed due to some error of the bookmaker, contact us via support channels .
We recommend that you send an email or a message on live chat, reporting the problem and sending your account details (your registered email or CPF). Remember that the more detailed your report is, the greater the chances of getting a quick response and an appropriate solution.