When a bonus does not arrive

A campaign is live, a player qualified, and nothing happened. Work down this list in order — the causes are roughly in order of how often they turn out to be the answer.

1. Has the campaign expired?

Status stays "active" long after the end date passes, and the campaign keeps appearing in the list looking healthy. Check the end date first, every time.

2. Is it the right currency?

A campaign reaches only players holding a wallet in its currency. Check which currency the player actually plays in.

Two currencies with the same name

If a currency appears twice in a dropdown, stop. Two records sharing a name are treated as different currencies, and a campaign built on one can never reach a player on the other. Report it before creating anything.

3. Does the deposit actually qualify?

Check the amount against the campaign's range, and the payment method against its restriction. Remember that a deposit booked by an operator always counts as fiat — a crypto-only campaign will never match one.

4. Was the deposit the right kind?

Only a real deposit triggers a campaign. A correction and a bonus credit do not, by design — they are not deposits. If you credited the player using one of those, no campaign will fire.

5. Does the player already hold a pending bonus?

One pending deposit bonus at a time. A second qualifying deposit is refused until the first activates or is cleared. This is normal behaviour and a common cause of confusion during back-to-back testing.

6. Must the player join it?

A campaign the player has to join is invisible to every automatic grant. Like the check below, this is a setting that makes the campaign disappear from the engine's view rather than fail - so nothing is logged and nothing is rejected. The campaign simply never fires, however correct everything else looks.

7. Has the campaign published to the content system?

A campaign that has not synced is skipped entirely, however correct it looks in the admin panel. If everything else checks out, this is usually the answer.

8. Has the player already used it?

Check uses per player, and whether the player has previously received it. A campaign with a lifetime cap stops paying once the player has reached it, even on a first-looking deposit.

The bonus arrived but shows as zero

A percentage welcome bonus. Granted at registration, where there is no deposit to calculate from, so the amount is zero — and it never fills in later. Rebuild the offer as a deposit campaign limited to one use per player. See Worked examples.

The bonus arrived but the player cannot use it

It is held, waiting on the requirement to receive it. The player must wager their deposit first. Progress is re-checked every ten minutes, so allow for a short delay.