This guide answers a specific question: what evidence should you keep or request if a casino bonus balance, wagering progress or reward payout does not match what you expected? It covers the records needed to check an offer against your account activity. It cannot confirm the terms of an individual promotion or guarantee that a disputed amount will be paid.

Start with the promotion as it appeared when you joined, then compare it with your account history and the relevant terms. The Rewards Casino site is a sensible place to check the current offer and support options, but save the terms that applied to your own promotion as well: offers can change, and a current page may not reflect an earlier version.

Inputs and prerequisites: collect a clear record

Before contacting support, note the date and time of the issue, the account username or registered email, the promotion name and the amount involved. Keep copies in their original form where possible. A cropped screenshot may omit a qualifying condition, while a complete page or downloaded statement can show context and dates.

• Offer terms: Save the full promotion page, including eligibility, minimum deposit, expiry, wagering requirement, maximum bet, game contribution, withdrawal cap and any excluded games. Record the time zone and the date you accepted the offer.
• Account evidence: Download or screenshot the bonus ledger, cash balance, wagering tracker, deposits, withdrawals and relevant game history. Include transaction references, amounts, status and timestamps.
• Payment proof: Keep the payment provider’s receipt or bank record showing the transaction date, amount, currency and reference. Hide unrelated account details before sharing it.
• Product details: Note the game title, provider, round or hand reference, stake, result and whether you were using cash or bonus funds. If a game round appears missing or a contribution seems wrong, these details help support trace it.
• Messages: Save emails, chat transcripts, case numbers and any explanation given by support. Write down when you contacted them and what you asked for.

Ask support for the precise promotion terms attached to your account, the bonus ledger entries, the wagering calculation and the reason for any adjustment or removal. Request the relevant dates and transaction references, not just a general statement that the system is correct. Keep a copy of your request and allow time for a response.

How the bonus check works

A bonus balance is not necessarily withdrawable cash. The offer terms determine how the reward is credited, what play counts towards wagering and when the balance can be converted or removed. Check the calculation step by step: confirm the qualifying deposit, identify the bonus amount, establish the wagering multiplier and compare eligible stakes with the progress shown in your account.

For example, a stated wagering requirement may apply to the bonus, the deposit, or both. Do not assume which basis applies. Look for wording such as “bonus amount”, “deposit and bonus” or a defined wagering amount. Then check game contribution rules: a stake may count fully, partly or not at all depending on the named game or category. Maximum-bet limits, excluded titles and expiry deadlines can also affect progress.

Check	Evidence to compare	Question to ask
Reward credit	Offer terms and account ledger	When and how was the reward added?
Wagering progress	Game history and tracker	Which eligible stakes counted, and at what rate?
Balance change	Ledger, withdrawal record and terms	Which rule explains the deduction or restriction?
Payment status	Provider receipt and account transaction	Was the payment received, pending, declined or returned?

Possible outcomes

The comparison may show that progress is correct because some games contribute less or stakes fell outside the offer rules. It may instead reveal a delayed deposit, an expired promotion, an ineligible account, or a ledger entry that needs explanation. If records conflict, ask the operator to identify the exact term and calculation used, and request a review with the supporting references attached.

Keep the discussion factual: state what you expected, give the relevant dates and amounts, and list the evidence that does not align. If the operator corrects an entry, save the revised ledger or written confirmation. If it declines the request, ask for its final response and the available complaint or dispute process. Do not send passwords, full card details or one-time security codes.

What you can control—and what you cannot

You can preserve complete records, read the offer before opting in, track deadlines and ask focused questions. You can also check whether you accepted the promotion and whether the account details and payment method meet its stated conditions. You cannot change a promotion’s rules after the event, make an excluded game count, or establish a payout entitlement from a cropped screenshot alone.

For a New Zealand account, check the operator’s current terms and complaint route directly, and keep a dated copy. Rules and availability may differ by operator and change over time. Use the evidence to seek a transparent calculation; treat the written terms, transaction trail and support response as the basis for resolving the particular dispute.