After registering, the bonus balance stays at zero even though the welcome offer was selected. This usually happens because the bonus code was missing or the deposit did not meet the minimum required for the offer.

Welcome bonus or free spins missing from the account

The player finishes registration and makes a deposit, but the bonus and spins do not appear in the balance. The most common reasons are listed below.

• The bonus code was not entered at registration or deposit.
• The deposit fell below the minimum amount needed for the offer.
• A previous welcome bonus was already claimed on the account.
• The payment method used is excluded from bonus eligibility.
• The bonus was credited but placed in a separate bonus balance.

Work through these steps in order to get the bonus credited. Do not make a second deposit before checking the first one.

1. Open the bonus section of the account and confirm whether a bonus is pending or active.
2. Check the deposit history to see if the qualifying deposit was recorded.
3. If the deposit is missing, wait for the payment provider to confirm it before taking further action.
4. Re-enter the bonus code exactly as shown in the offer, with no extra spaces.
5. Confirm that the deposit amount meets the minimum for the welcome offer.
6. If a previous welcome bonus was claimed, the new one will not be added; the account is limited to one welcome offer.
7. When using a payment method that is excluded, choose another method for the qualifying deposit.
8. Look in the bonus balance, not the cash balance, because the two are shown separately.
9. For players in Canada, www.betvictors.org keeps the bonus terms in one place, so the code and minimum deposit can be confirmed before depositing.

Contact support when the deposit is confirmed by the payment provider but no bonus appears after all checks, and include the deposit reference.

Identity verification stuck or documents rejected

The account shows a pending verification status, and uploaded documents are marked as rejected without a clear reason. The usual causes are listed here.

• Document edges are cropped or the text is blurred.
• The photo page is covered by a finger or reflection.
• The name on the document does not match the account name.
• The document has expired.
• A proof of address is older than the accepted period.

Follow these steps to move verification forward.

1. Open the verification section and read the rejection reason shown for each document.
2. Retake the photo in daylight, placing the document on a flat surface.
3. Make sure all four corners and the full text are visible.
4. Use the original document, not a photocopy or a screen image.
5. Upload a proof of address that shows the full name and address clearly.
6. Check that the name on the account matches the document exactly, including middle names.
7. Submit one document at a time and wait for the status to change before adding another.
8. If the file is too large, reduce the image size without cutting the document.
9. Keep the same document type for re-submission unless support asks for a different one.

Contact support when a document is clearly legible and valid but is rejected again after a second upload.

Mobile site or games fail to load on a phone

On a phone browser, the page freezes, spins, or a game shows a blank screen. Common causes are below.

• A weak mobile connection drops the game data.
• The browser cache holds an old version of the page.
• An ad blocker or privacy extension blocks game scripts.
• The browser is out of date.
• Too many tabs are open and memory is low.

Try these steps in the phone browser.

1. Switch from mobile data to Wi-Fi, or the other way around, to test the connection.
2. Close all other tabs and reopen the site in a fresh tab.
3. Clear the browser cache and cookies for the site.
4. Turn off ad blockers for the site and reload the page.
5. Update the browser to the latest version available for the phone.
6. Disable battery saver, which can limit background data for games.
7. Restart the phone to free memory before loading a game again.
8. Try a different browser to see whether the problem follows the browser or the site.
9. Load one game at a time and wait for it to finish before opening another.

Contact support when the site loads on another browser but the same game fails on every browser on the phone.

Login blocked or account locked after failed attempts

The login screen returns an error, or the account is locked after several wrong password entries. The likely causes are listed below.

• Wrong password entered several times in a row.
• Keyboard layout or caps lock changed the password input.
• The account is flagged for a security review.
• The browser saved an old password.
• Two-factor authentication codes are out of sync.

Use these steps to regain access.

1. Stop trying the same password and wait for the lock to clear, because repeated attempts extend it.
2. Type the password in a plain text field first to see exactly what is entered.
3. Check caps lock and the keyboard language before trying again.
4. Use the password reset link sent to the registered email address.
5. Set a new password that is not reused from another site.
6. Clear the saved password in the browser and enter the new one manually.
7. If two-factor authentication is enabled, resync the time on the authenticator device.
8. For players in Canada, the Betvictor login page is the only place to sign in, so ignore links from messages that lead elsewhere.
9. If the reset email does not arrive, check the spam folder and confirm the email address on the account.

Contact support when the reset email is not received and the registered address is correct, or when the lock remains after waiting.

Quick Reference

The table below maps each problem to its usual cause and the first check to perform.

The first check is the quickest way to rule out the most common cause before taking further action. If the first check does not match the problem, move to the next cause in the relevant section. Document problems usually come down to image quality, so retaking the photo solves most of them. Mobile loading problems often disappear after clearing the cache or disabling an extension. Login locks are best handled by waiting and then using the reset link rather than retrying the same password. The Betvictor casino Canada page is where players in Canada start a session, so bookmarking it avoids mistyped addresses.

Before depositing or uploading documents, close other tabs and use one browser for the whole session; this single habit prevents most bonus, verification and loading problems.