The game lobby at Bitstarz looks different from the one at the casino you used before, and you notice it because the welcome bonus or free spins you expected have not appeared in your account. This is usually caused by a bonus that was never claimed, a deposit that did not carry a required promo code, or a session that ended before the reward was assigned.

A welcome bonus or free spins that never reach your balance

You finish registering or making a deposit and the balance still shows the plain amount, with no bonus or free spins beside it.

• The bonus was not selected or claimed during registration or the deposit step.
• The deposit did not include the required bitstarz promo code in the box provided.
• The account details do not match the payment details used for the deposit.
• A reward already taken on the account blocks the new one.
• The bonus was credited to a separate bonus balance that is not visible on the main screen.

1. Open your account history and look for a bonus entry next to the qualifying deposit.
2. Check that the promo code appeared exactly as shown, without extra spaces or missing letters.
3. Confirm the deposit counted as qualifying and was not left as a pending transfer.
4. Complete any profile detail the account still lists as missing.
5. Switch to the bonus section of your balance to see whether the reward sits there.
6. Log out and log back in so the balance refreshes.
7. Repeat the claim only once for that deposit, never twice.
8. Note the time of the deposit and the reward name before you write to support.
9. Keep a screenshot of the balance where the bonus should appear.
10. Save the confirmation of the promo code entry if the form showed one.
11. Compare the currency of the deposit with the currency of the account.
12. Ask whether the reward was tied to a first deposit that you had already used.

Contact support when a qualifying deposit and a correct code are still followed by no bonus after the balance has refreshed.

Games and pages that fail to load on a phone browser

The lobby opens but a game spins on a blank screen, or the whole page stalls before the tiles appear.

• A weak or unstable mobile connection.
• Cached data from an earlier visit that conflicts with the current page.
• A browser set to block scripts or third-party content.
• Too many tabs or background apps using memory.
• A game that needs a different window size than the one your browser uses.

1. Reload the page once and wait for the lobby to finish drawing.
2. Move to a stable Wi-Fi network or a strong mobile signal.
3. Clear the browser cache and cookies for the site.
4. Close other tabs and heavy apps running behind the browser.
5. Allow scripts and third-party content for the site in browser settings.
6. Open the bitstarz casino login page in a private window and sign in again.
7. Turn the phone to landscape if a game loads but the controls sit off screen.
8. Try a different browser to see whether the fault follows the browser or the site.
9. Restart the phone so memory is freed before the next attempt.
10. Load a simple game first, then open the heavier title you wanted.
11. Stay signed in on one tab only while you test.
12. Note the game name and the moment the screen froze.

Contact support when one game fails in every browser while the rest of the lobby works.

A withdrawal that stays pending past the point you expected

The withdrawal sits in a pending state and the balance has not moved to your payment account.

• Account checks that must finish before any payout leaves.
• Payment details that do not match the name on the account.
• A bonus still attached to the balance, holding the winnings in place.
• A withdrawal request larger than the amount the method can accept.
• More than one request open at the same time.

1. Open the transaction history and confirm the request is recorded as pending.
2. Check whether any bonus remains active, because winnings tied to it wait until the playthrough ends.
3. Confirm that the name and payment details match the ones registered on the account.
4. Complete any identity document request that appears in your profile.
5. Cancel the extra request if two withdrawals overlap.
6. Sign in to bitstarz.hu.net and look at the status line on the withdrawal itself.
7. Keep the reference of the request close at hand.
8. Wait until the stated status changes before sending a second request.
9. Photograph the pending status in case it stays unchanged.
10. Reduce the request to a smaller amount if the method refused the larger one.
11. Check your payment account for a return before you assume the money is lost.
12. Write to support with the request reference and the status you see.

Contact support when the status line has not changed and no document request explains the wait.

A deposit taken by the bank but missing from the casino balance

The bank shows the payment as completed while the casino balance stays exactly as it was.

• The transfer is still in progress between the payment provider and the casino.
• A reference or account number that did not match your player account.
• The deposit page was closed before the final confirmation.
• The payment was sent to a different account than the one you signed in with.
• A deposit method the account had not used before.

1. Check the payment provider’s own history for the final status of the transfer.
2. Note the transaction reference and the amount that left the bank.
3. Refresh the casino balance after signing in again.
4. Confirm that the deposit was made from the account you had open at the time.
5. Look for a deposit record in the transaction history, even one marked as pending.
6. Stop any second attempt with the same money until the first is traced.
7. Save a screenshot of the payment page and one of the casino history.
8. Compare the currency used in the payment with the account currency.
9. Check that the deposit page stayed open until the confirmation screen appeared.
10. Keep the bank statement line that shows the outgoing payment.
11. Send support the reference, the amount and both screenshots.

Contact support as soon as the payment provider confirms completion and the balance still shows nothing.

Save the promo code and the payment reference beside your account details before you claim anything, and most of these problems disappear before they start.