On the bus to work you open Quatro Casino and the welcome offer is nowhere on your balance. This usually happens because a condition such as the minimum deposit or a promo code entry was missed before the payment went through.
Welcome bonus and free spins missing after sign-up
The player finishes registration or a deposit and sees a plain balance, with no bonus and no spins to play.
- The deposit landed below the amount the offer requires.
- A required code was not entered at the deposit screen.
- The bonus was already claimed on an earlier account.
- A payment method excluded from the offer was used.
- Each free spins batch on Quatro Casino is tied to a separate activation step.
- Open your account history and find the deposit that should have triggered the offer.
- Compare its amount with the minimum shown where the offer is described.
- Check that the code field was filled at the moment of payment, not after it.
- Look through the bonus section for an unclaimed entry waiting for you.
- If spins came in batches, activate each batch on the day it becomes usable.
- Log out and back in on the phone browser, then refresh the balance.
- Pay with a method the offer accepts next time, since some are excluded.
- Note what you entered and what you saw, so a support agent can trace it.
Contact support when the deposit met the conditions and the code was entered yet nothing appears after a fresh login.
Identity checks stuck or documents refused
The player uploads a passport photo, sees a pending notice, and then finds the same upload marked as rejected.
- The photo is blurred, cropped or glowing with light.
- Only one side of an identity document was sent.
- The name on the document differs from the account name.
- A proof-of-address file is older than the period the casino accepts.
- The image format is not one the upload form takes.
- Retake the photo on a flat surface with even light and all four corners visible.
- Send every page of the document the form asks for, not just the front.
- Use the exact name spelling from the document on your Quatro Casino profile.
- Convert files to a common image or PDF format before uploading.
- Keep each file below the size the form accepts.
- Upload one document at a time and wait for the first result before sending the next.
- Reopen Quatro Casino bonus in the phone browser and check the verification status again after signing in.
- Match the address on your proof to the one you typed in your profile.
Contact support when a clear, complete document is refused twice with no stated reason, and ask which detail failed.
Deposit gone from the bank but not on the balance
The bank shows the payment as completed, while the casino balance still shows the amount from before.
- The payment is still moving between the bank and the casino.
- The deposit went to an old account or a different username.
- The payment was made from a card or wallet held by someone else.
- A bonus code sent the payment into a separate pending step.
- A bank-side security block held the transfer.
- Take a screenshot of the completed payment in your bank or wallet.
- Refresh the balance only after signing out and back in.
- Confirm the deposit reference matches your account username.
- Check the account history page for a pending entry, not just the balance figure.
- Make sure your bank details belong to you and match your profile name.
- Ask your bank whether the transfer cleared or is still in transit.
- Avoid sending the same deposit a second time while the first is unresolved.
- Keep the screenshot and the reference number ready for the support team.
Contact support when the bank marks the payment as final and the balance still shows nothing after a full login cycle.
A single habit prevents most of these cases: before paying, re-enter the code on the deposit screen and confirm the amount and payment method meet the offer’s conditions in the same step.