There are a few reasons why you may not have received your bonus funds:

You didn’t Opt In to the promotion

Most of our promotions will require you to Opt In. You can see which promotions will require opting in as they will state ‘Opt In Required’ on the promotion box on our ‘Offers’ page; underneath that it will also show you the amount of time that you have to complete the offer.

To Opt In to the promotion, click on the offer you want to claim and click on the green ‘OPT IN’ button above the Terms & Conditions. If you have opted in successfully, the message that previously stated ‘Opt In Required’ will now state ‘In Progress’. You can now follow the steps that are stated in the ‘What you need to do’ section of the Terms & Conditions in order to claim the offer.

You may not have followed the offer’s steps correctly

In the Terms & Conditions of the promotion, the first section will always be ‘What you need to do’. In this section you will be able to see what steps you need to complete in order to claim the offer. Please make sure that you have opted in to the promotion (if necessary) before performing these steps, otherwise they will not count towards the offer.

The offer may have expired

Our promotions do have a time period within which you must complete them. This time period can be found in the ‘What you need to do’ section of the Terms & Conditions and is usually displayed near the bottom of this section. All of the required steps need to be completed within this timeframe in order for you to claim the offer.

Your bonus funds may have expired

The bonus funds awarded from the promotions we offer have expiry dates on them. If you don’t use them before they expire, then they will disappear from your wallet. In some promotions, bonus funds need to be claimed and used on the same day – these promotions are usually based around a particular event, so they would need to be used pre-event or before the event finishes. In that case it may be possible that you did not realise that you received the funds, and they may have expired.

Please head to your ‘Offers’ page, and if the promotion states it is ‘completed’, please check the expiry date of those bonus funds in the ‘What you get’ section.

The bonus may have a scheduled payout

In some cases, the bonus payout isn’t immediate. You will be able to see when you will be paid out in the ‘What you can get’ section of the Terms & Conditions of the promotion. This might also be stated at the top of the promotion page at the end of the list of steps that you need to complete. You will receive the award during that time period if all steps are completed correctly.

If none of these reasons are applicable to you and you are still unsure as to why you haven’t received your bonus funds, please contact our Customer Service team via live chat or by emailing [email protected]

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