The bonus didn’t show up
Bonus terms v1.12 attach a few preconditions to the welcome offers, and missing any one means no bonus. Work through them in order:
- Timing. The bonus has to be claimed before any bet is placed with the deposit. A single spin with the deposit can rule it out.
- Minimum. Each Welcome Package step needs at least C$30; the Crypto Welcome Bonus needs 100 USDT.
- One at a time. If another bonus or free-spin offer is still live, a new one won’t attach.
- Opt-in offers. The Weekly Reload and Weekend Reload require an opt-in before you deposit.
- Payment method. See the Skrill and Neteller section below.
If you met all of these, the terms point you to support. Use Live Chat or email [email protected], give the deposit time, amount and method, and attach a screenshot of the promotion you picked. An email leaves a record in case the issue drags on.
You were sent to a mirror domain
The main address is casea.com, and CasinoGuard has confirmed two mirrors: casea-0006.com and casea-9859.com. In checks from Greece and Italy, casea.com returned an HTTP 307 redirect to casea-0006.com on desktop and mobile; the Canadian check behaved differently. A redirect on its own is therefore no cause for alarm.
Landing on any other address is. If the domain differs from those three, even by a single character, close the tab and don’t sign in. Our login guide includes a short checklist for confirming a genuine address, from the licence seal in the footer to the terms version number.
You deposited with Skrill or Neteller and got no bonus
This is the rule working as written, not a glitch. The terms say Skrill and Neteller deposits don’t qualify for the Welcome Package, and the Crypto Weekly Reload excludes them too. Support is unlikely to add the bonus retroactively.
The deposit itself is fine and plays as real money. For the next welcome step or reload, use a qualifying method: in the Canadian cashier that means Interac®, a card, MiFinity or crypto for the crypto offers. Skrill still works for withdrawals, so it isn’t wasted.
Your withdrawal is over the daily cap
Withdrawal limits depend on your VIP level. At Level 1, the cap is C$750 a day and C$10,500 a month. A larger balance isn’t lost; it is paid in instalments within those limits. Higher levels lift the caps:
| VIP level | Per day | Per month |
|---|---|---|
| Level 1 | C$750 | C$10,500 |
| Level 2 | C$750 | C$15,000 |
| Level 3 | C$1,200 | C$18,000 |
| Level 4 | C$1,500 | C$23,000 |
| Level 5 | C$2,300 | C$30,000 |
Per-transaction limits apply on top and differ by method; Interac® withdrawals, for example, run C$10–3,000 each. CasinoGuard’s record publishes no processing times, so we can’t say how long each instalment takes. If a payment looks overdue, ask support in writing for the status of each request.
Live cashback wasn’t claimed in time
The weekly Live Cashback refunds 25% of net Live Casino losses from Monday to Sunday, up to C$525, as real money with 1x wagering. Unlike many cashback deals, it is not automatic: you must claim it via Live Chat or email the following Monday, between 06:00 and 23:59 UTC. A small minimum payout applies (€5 in the terms).
Note that 06:00 UTC is 1:00 a.m. Eastern or 10:00 p.m. Pacific on Sunday during standard time, so the window opens earlier in your day than you might expect. If it has closed, you can still ask support, but the terms don’t oblige them to pay a late claim. A weekly phone reminder for Monday morning is the simplest fix. Every offer is detailed on our promotions page.
KYC is taking a while
ID checks usually stall for one of three reasons: a blurry or cropped image, a document that doesn’t match the name or address on the account, or a missing item such as proof of the payment method. The record doesn’t say how long checks take, so the useful thing is to clear the obstacles:
- Resend full-page colour images with all four corners visible.
- Make sure your proof of address is recent and shows the same address and postal code as your profile.
- Ask support which document is outstanding, and ask for the answer by email.
Winnings voided after a max-bet breach
With any bonus active, the maximum bet is C$150 per round. Going over it, even once, breaks the bonus terms, and the casino can remove both the bonus and any winnings made with it. This causes a lot of disputes, and they are hard to win because the rule is spelled out plainly.
To steer clear, check your stake at the start of every session with a bonus running, be careful with bet multipliers and feature buys that raise the effective stake, and finish or cancel the bonus before moving to higher stakes. Our terms explainer covers wagering, the 10-day window and the 10x cash-out cap.
When to escalate
Keep every exchange in writing, with dates and screenshots. If support can’t settle a dispute, ask for the legal entity and licence details named in the terms and check the licence seal on the regulator’s own register, since CasinoGuard lists the operator as not disclosed. Because the record shows no Canadian registration, iGaming Ontario and provincial regulators are unlikely to be able to step in. If gambling has stopped being fun, ConnexOntario, the Responsible Gambling Council and Gambling Therapy offer free, confidential help. 18+ or 19+ by province.
