The bonus was not credited
The casino’s bonus terms (v1.12) set a few preconditions for the welcome offers, and missing any one of them means no bonus. Check these in order:
- Timing. The bonus must be claimed before placing any bet with the deposit. Spinning even once with the deposit can rule it out.
- Minimum. Each step of the Welcome Package needs at least €20; the Crypto Welcome Bonus needs 100 USDT.
- One at a time. If another bonus or free-spin offer is still active, a new one will not attach.
- Opt-in offers. The Weekly Reload and Weekend Reload require you to opt in before depositing.
- Payment method. See the Skrill and Neteller section below.
If all of these were met, the terms direct you to contact support. Use Live Chat or email [email protected], give the deposit time, amount and method, and attach a screenshot of the promotion you selected. A written email gives you a record if the issue drags on.
You were redirected to a mirror domain
The primary address is casea.com, and CasinoGuard has confirmed two mirrors: casea-0006.com and casea-9859.com. In CasinoGuard’s checks from Greece and Italy, casea.com answered with an HTTP 307 redirect to casea-0006.com on desktop and mobile; checks from Canada, Finland and Poland behaved differently. So a redirect alone is not a sign of trouble.
What is a problem is landing on any other address. If the domain differs from those three, even by one character, close the tab and do not log in. Our login guide has a short checklist for confirming a genuine address, including checking the licence seal in the footer and the terms version number.
You deposited with Skrill or Neteller and got no bonus
This is working as written, not a fault. The terms state that Skrill and Neteller deposits do not qualify for the Welcome Package, and the Crypto Weekly Reload excludes them as well. Support is unlikely to add the bonus after the fact.
The deposit itself is fine and can be played as real money. For the next welcome step or reload, use a method that qualifies, such as a card, a bank method available in your country, or crypto for the crypto offers. Check the cashier list in your country first, since available methods differ by region.
Your withdrawal is above the daily cap
Withdrawal limits depend on VIP level. At Level 1, the cap is €500 per day and €7,000 per month. A larger balance is not lost; it is paid out in instalments within those limits. Higher levels raise the caps:
| VIP level | Per day | Per month |
|---|---|---|
| Level 1 | €500 | €7,000 |
| Level 2 | €500 | €10,000 |
| Level 3 | €800 | €12,000 |
| Level 4 | €1,000 | €15,000 |
| Level 5 | €1,500 | €20,000 |
Per-transaction limits apply on top of this and vary by method. Processing times are not published in CasinoGuard’s record, so we cannot say how long each instalment takes. If a payment seems overdue, ask support for the status of each request in writing.
Live cashback was not requested in time
The weekly Live Cashback returns 25% of net Live Casino losses from Monday to Sunday, up to €350, credited as real money with 1x wagering. Unlike many cashback offers it is not automatic: you must request it via Live Chat or email on the following Monday, between 06:00 and 23:59 UTC. The minimum payout is €5.
If the window has passed, you can still ask support, but the terms give them no obligation to pay a late request. Setting a weekly phone reminder for Monday morning is the simplest fix. Details of every offer are on our promotions page.
KYC is delayed
Identity checks usually stall for one of three reasons: a blurry or cropped image, a document that does not match the name or address on the account, or a missing item such as proof of the payment method. The record does not publish how long checks take, so the useful action is to remove obstacles:
- Resend full-page colour scans with all four corners visible.
- Make sure the proof of address is recent and shows the same address as your profile.
- Ask support which document is outstanding, and request the answer by email.
Winnings were voided after a max bet breach
While any bonus is active, the maximum bet is €100 per round. Exceeding it, even once, breaks the bonus terms, and the casino can remove the bonus and the winnings made with it. This is a common cause of disputes, and it is hard to reverse because the rule is written plainly.
To avoid it, check the stake before each session with an active bonus, be careful with bet-multiplier and feature-buy options that raise the effective stake, and finish or cancel the bonus before switching to high-stake play. 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 cannot resolve 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. If gambling has stopped being fun, Gambling Therapy and GamCare offer free, confidential help. 18+ only.
