Players who move from a casino they know often compare the two and find the welcome offer missing right after sign-up, and the usual cause is that the bonus terms were not met before the first deposit landed. The next most common reason is a payment method or currency that the offer does not cover.

Welcome offer and free spins not credited

The player finishes registration, makes a deposit or enters a code, and the balance still shows no bonus and no free spins.

• The deposit was made before the bonus was selected or the code was entered.
• The payment method or account currency is not part of the offer.
• The account details do not match the payment details.
• A previous bonus is still open and blocks a second one.
• The offer was claimed after the qualifying window had closed.

1. Sign out and sign back in, then look at the bonus section of the account again.
2. Open the bonus history and note the status of the offer: pending, active or missing.
3. Compare the deposit you made with the one that qualifies for the offer.
4. Make sure the bonus was chosen in the cashier before the payment was sent, not after.
5. Check that the code was typed without spaces and in the right case.
6. Confirm that the payment method you used appears in the offer description.
7. Check that the currency of your account matches the one the offer is written in.
8. Compare the name and address on the account with those on the payment instrument.
9. Close or complete any bonus already running before claiming a new one.
10. Finish the profile fields that are still blank, since an incomplete profile can hold a bonus.
11. Wait for the deposit to be confirmed on the casino side before claiming again.
12. Do not deposit a second time to force the bonus; that payment will not fix the first one.
13. Take a screenshot of the bonus history before you write to support.

Contact support when the bonus history shows the offer as active but the balance does not change, or when the offer has vanished after a correct deposit.

Login blocked or account locked after failed attempts

The player types the password, gets a message that the details are wrong, and after several tries the account is closed to login.

• The password was typed with the wrong keyboard layout or with a trailing space.
• Too many failed attempts triggered a temporary lock.
• The account is blocked pending a document or identity check.
• The email address used at login differs from the one registered.
• A password reset was started but never finished.

1. Stop trying new passwords; each failed attempt extends the lock.
2. Use the password reset link on the login screen and follow it to the end.
3. Open the reset email on the same device where you will log in.
4. Type the new password by hand instead of pasting it, with the correct keyboard layout.
5. Check for a space at the start or end of the password field.
6. Try a second browser on the same device to rule out saved data.
7. Clear the saved password for the site in the browser settings.
8. Make sure the email address is spelled as it was at registration.
9. Finish any identity or address check that is still open on the account.
10. Look in the inbox and spam folder for a message about the account status.
11. Wait out the lock period shown in the message before trying again.
12. Write down the new password somewhere safe so the reset is not repeated.

Contact support when the reset link does not arrive, or when the account stays locked after the stated period has passed.

Deposit taken by the bank but missing from the balance

The bank shows the payment as completed, while the casino balance does not move and the deposit history is empty.

• The payment is still being processed between the bank and the casino.
• The deposit went to an old or incorrect account reference.
• The payment method needs a manual confirmation on the casino side.
• The account is under a routine check that pauses credits.
• A duplicate payment was sent after the first one showed no result.

1. Note the exact time of the payment and keep the bank confirmation.
2. Refresh the deposit history in the account rather than the main balance only.
3. Sign out and back in to force the balance to reload.
4. Check whether the payment shows as pending or completed at the bank.
5. Confirm that the reference used in the transfer matches your account.
6. Look for a message on the account asking for a document or a confirmation.
7. Do not send the deposit again until the first one is traced.
8. Keep the bank statement page that shows the payment ready.
9. Use a single support ticket instead of writing several times.
10. In that ticket, give the payment reference and the time of the deposit.
11. If the balance is still unchanged, ask for the payment to be traced.
12. Follow the answer from support before making any further deposit.
13. Keep the confirmation of the resolved case for your records.

On memocasino.biz, a deposit that the bank marks as completed while the balance stays empty is worth a support ticket as soon as the first refresh shows nothing.

Contact support when the bank marks the payment as completed and the deposit history still does not list it after a fresh login.

Site and games failing to load on a phone

The player opens the page on the phone browser, and either the lobby stays blank or a game stops on its loading screen.

• The mobile connection is weak or switching between networks.
• Browser cache and cookies hold an old version of the page.
• A background update of the browser or the phone is running.
• A content blocker or private mode is blocking parts of the page.
• Too many tabs or open games are using the phone memory.

1. Reload the page once with the phone held still on one network.
2. Switch between mobile data and Wi-Fi and try again.
3. Close the other tabs and any running games before reloading.
4. Clear the browser cache and cookies for the site.
5. Turn off private mode and any content blocker for the session.
6. Open the site in a second browser installed on the phone.
7. Restart the phone to free memory before a new attempt.
8. Try the game in its own tab instead of the lobby window.
9. Turn the phone sideways to landscape, which some games need to start.
10. Keep the phone on mains power if the battery is low, as some games slow down.
11. Update the browser to its latest version from the phone's store.
12. Note the game name and the exact message shown before contacting support.

Contact support when one game fails on every browser and network, or when the lobby itself will not open on the phone.

Quick Reference

The table lists each problem with the cause players meet most often and the first thing to check.

A missing bonus is nearly always a timing problem, because the offer has to be chosen before the payment is sent. A locked login is better solved with one reset than with several guesses, since each failure adds time. Deposits that sit outside the balance often resolve once the payment settles between the bank and the casino. On the phone, most loading faults come from stored browser data rather than from the games themselves. A single ticket with the date, the reference and a screenshot saves a round of questions. The memo online casino bonus rules apply in the same way on a phone as on a computer, so the device is rarely the cause of a missing offer.

Claim or set the bonus before sending money, and use one device and one network for each session; that order prevents most of the problems described above.