Overview
This guide explains common issues players may experience with Casino and Sports promotions and outlines steps to resolve them before contacting Customer Support.
Common Issues
Free Spins Not Awarded
- Promotional requirements may not be fully completed
- The promotion may require opt-in
- Free Spins may still be pending
Promotion Expired but Still Visible
Expired promotions may remain visible but are no longer claimable. Always check the promotion validity dates.
Reduced Winnings Due to Win Caps
Some promotions include a maximum winnings cap. If you win more than the cap, only the capped amount is credited.
Opt-In Not Registering
You may already be opted in to another promotion. Only one promotion can be active at a time.
Not Eligible for a Promotion
Some offers have eligibility conditions, such as recent deposits or gameplay activity. These conditions are listed in the promotion terms.
Steps to Take Before Contacting Support
- Double-check the promotion requirements after opting in
- Confirm you are opted in to the correct promotion
- Review eligibility conditions (deposit count, activity requirements)
- Check for maximum win caps in the terms
- Review wagering progress
- Allow time for bonuses or Free Spins to be credited
Contacting Support
If you have completed all requirements and have not received your bonus or Free Spins, please contact our support team at uk-support@netbet.co.uk.