You press the deposit or spin button, the screen freezes or throws an error, and your balance stays unchanged while your bank shows the money gone. The most common cause is a mismatch between the account details you entered and the ones on file, so the payment or bonus cannot be matched to your profile.
Money left your bank but never reached your balance
Your banking page shows the payment as completed, yet the balance at the casino still shows the old figure and no new transaction appears in your history.
- The payment was sent to an account reference that does not match your player profile.
- Your bank is still holding the transfer in an internal queue before releasing it.
- Your payment method does not allow transfers to gaming merchants.
- A profile detail such as your name or date of birth differs from your bank record.
- You started a second payment before the first one settled, so both were held.
- Stay on the deposit screen and note the reference number it shows before closing it.
- Take a screenshot of the confirmation page in case you need it later.
- Open your banking page and confirm the payment status is completed, not pending.
- Return to your account and refresh the balance after a short wait.
- Check your transaction history for a deposit entry that is marked as processing.
- Compare the name on your bank account with the name in your player profile.
- Make sure the currency and country in your profile match your bank details.
- Contact your bank and ask whether the transfer is still in their queue.
- Ask the bank whether they block payments to gaming merchants on your card or account.
- Do not start a second deposit while the first one is unresolved.
- Clear your browser cache and sign in again if the balance still looks wrong.
- Note the date, amount and reference of the missing payment before you write to support.
- Attach your bank statement or payment confirmation to the message.
- Keep the same reference in every follow-up so the case is not split in two.
- Wait for a written reply before making any new payment.
Contact support as soon as your bank confirms the money left your account and no deposit appears in your history after a refresh.
A welcome bonus or free spins never arrived
You registered or deposited with an offer in mind, but the bonus balance and the free spins counter both show zero, and the welcome screen still invites you to claim.
- The promo code field was left empty at registration or deposit.
- The minimum deposit for the offer was not met by the payment you made.
- You already used a welcome offer on an earlier account.
- The offer expired before your qualifying deposit settled.
- A deposit method you chose is excluded from bonus eligibility.
- Sign in to https://leoncasino-ca.com/ and open the promotions area of your account.
- Find the welcome offer you meant to claim and check its current status.
- Compare the deposit you made with the conditions of that offer.
- Confirm you entered the code at the right stage: registration or deposit.
- Check whether the code was typed with extra spaces or wrong characters.
- Look at your bonus history for a rejected or expired claim.
- Make sure your profile details are complete, since incomplete profiles block rewards.
- Confirm the deposit that should have triggered the offer shows as completed.
- Avoid depositing again until the first claim is resolved.
- Close the browser tab fully and sign in again to refresh your balance.
- Note the offer name, the code you used and the date of your qualifying deposit.
- Write to support with those details and a screenshot of your bonus history.
- Ask which condition your claim failed so you can avoid repeating it.
- Keep the reply in case a free spin package is added manually later.
Reach out to support when your qualifying deposit is confirmed and no bonus or spin appears in your history after signing in again.
A withdrawal sits pending far longer than expected
Your withdrawal request shows as pending for days, the balance is locked, and no money has reached your bank or wallet.
- Identity or address documents are still waiting to be reviewed.
- The payout method differs from the one used to deposit.
- Bonus wagering on your account is not finished, so the funds are held.
- Your bank details were entered with a typo or an old account number.
- Several withdrawal requests were submitted in a row, which triggers a manual review.
- Open your withdrawal history and note the exact status shown next to the request.
- Check your profile for a document request banner or a pending verification note.
- Upload clear photos of the requested document if one is listed.
- Confirm your registered address matches the statement you provided.
- Check whether any active bonus still has wagering left on it.
- Finish the wagering before requesting a payout if that condition applies.
- Review the payout method and compare the account number with your bank record.
- Correct any wrong digit in the payout details and save the change.
- Stop sending new withdrawal requests while the first one is open.
- Sign out and back in to see whether the status has changed.
- Gather the request reference and the date you submitted it.
- Write one message to support describing the request and its current status.
- Attach any document that is still missing rather than sending it twice.
- Reply in the same thread instead of opening a new ticket.
- Wait for the review outcome before you request another payout.
Contact support when the request is still pending after your documents are approved and no explanation appears in your account.
Games or pages fail to load on a phone
You open the site in your phone browser and get a blank screen, a spinning loader or a game that closes itself before the reels appear.
- A weak mobile connection drops the game data mid-load.
- The browser is an old version that no longer handles game software.
- Cache and cookies from earlier sessions conflict with the new page.
- A content blocker or private mode stops game scripts from running.
- Too many tabs are open, so the phone runs out of memory.
- Switch from mobile data to Wi-Fi, or the other way around, and reload the page.
- Close every other tab in the browser before you try again.
- Open the browser settings and clear cache and cookies.
- Turn off any content blocker for the site you are playing on.
- Exit private or incognito mode and use a normal window.
- Update the phone browser to its latest version.
- Restart the phone to free up memory.
- Sign in again with your usual details.
- Open one game at a time instead of several in different tabs.
- Turn the phone to landscape if the game area looks cut off.
- Disable battery saver, which can pause background game scripts.
- Try a different browser to see whether the problem follows the browser.
- Note the game name and the exact error text you see on screen.
- Take a screenshot at the moment the page fails.
- Repeat the steps on a second device to narrow down the cause.
Contact support when the same game fails on two different browsers and a stable connection, and include your screenshot.
Use one payment method and one set of personal details for every deposit and payout, and most of these problems never start.