Credit not received
The promotional balance did not appear after a claimed offer.
Open page →Troubleshooting centreFind the issue.
Find the issue.
Keep the evidence.
Work through the checks in order, then contact the party that actually controls the account or transaction.
Claim failed
The promotion code, button or activation step did not work.
Open page →OTP not received
The phone or email verification code is missing.
Open page →Account not eligible
The operator says the account does not meet promotional conditions.
Open page →Withdrawal pending
A submitted withdrawal has not completed.
Open page →Withdrawal rejected
The operator declined a cashout request.
Open page →Which help page do you actually need?
Match what happened to you against the six problem types above. Most issues fall clearly into one category once you separate a failed claim step from a missing balance from a stuck withdrawal.
The six pages cover different points in the same journey: claiming an offer, verifying your account, getting approved, and cashing out. Picking the wrong page wastes time, so start by pinning down exactly where things stopped working for you.
Match your situation to a page
| What's happening | Likely page |
|---|---|
| You clicked claim, the offer looked accepted, but the balance never changed | Credit not received |
| The code, button or claim form itself would not go through | Claim failed |
| You're stuck waiting on an SMS or email code that never arrived | OTP not received |
| The operator says your account or region doesn't qualify | Account not eligible |
| You submitted a withdrawal and it's still showing as processing | Withdrawal pending |
| A withdrawal request came back declined or reversed | Withdrawal rejected |
Not sure yet? Work through it in order
- Check whether you completed every step of the claim, including any code entry or button confirmation.
- Check whether a verification code was needed for that step, and whether it arrived.
- Check whether the operator approved your account for the promotion at all.
- Check whether a withdrawal was ever submitted, and if so, what status it shows now.
Two issues can overlap
An account marked not eligible can also show a pending withdrawal, for example. If more than one page seems to match your situation, start with whichever step happened first in your timeline.
This directory cannot access operator accounts
We can correct our listing or investigate a broken link. Only the third-party operator can credit an account, send an OTP, approve eligibility or process a withdrawal.
Build an evidence pack before escalating
Keep the offer, terms, domain, account ID, timestamp, transaction reference and operator response. Remove passwords, OTPs and unnecessary identity data before sharing a correction with this directory.
Directory versus operator
This directory can correct a listing or investigate a broken link. The third-party operator controls accounts, promotional balances, OTPs, KYC and withdrawals.
Safe escalation
Use published contact channels, keep written responses and never send passwords, PINs, full card data or OTPs.
What counts as good evidence?
Good evidence is dated, specific and easy to verify. A timestamped screenshot or a transaction reference tells a support team far more than a general description of what went wrong.
Strong evidence checklist
- A screenshot of the offer or terms as they appeared when you claimed it
- Your account ID or username, with sensitive fields hidden
- A timestamp: the date and time, ideally with your device clock visible
- Any reference number the claim page or operator gave you
- Earlier messages you already sent to support, kept in order
Weak or missing evidence
A message that just says it didn't work, with no screenshot, no date and no account details, gives a support team nothing to check. If you can't find a screenshot, note the approximate time and device you used instead. Something is better than nothing.
Tip: keep everything in one place
Save screenshots and reference numbers in a single folder or note as you go, rather than piecing them together after a problem shows up. It saves real time if you need to escalate later.
How do you write a clear support message?
A clear message states what you expected, what actually happened, and what you're asking for, in that order. Long, unstructured messages tend to sit in a queue longer because the reader has to reconstruct the timeline themselves.
A structure that works
- Say which offer or transaction you're referring to, with any reference number.
- State what you expected to happen and by when.
- State what actually happened, with dates and times.
- Say clearly what you want: a correction, a resend, a status update or an explanation.
What to leave out
Never include your password, OTP, PIN or full card number in a support message. A legitimate support team will never need these to help you, and sharing them creates unnecessary risk.
How long should you realistically wait?
Response times vary by operator and by how busy their support channel is at that moment. There's no fixed number that applies everywhere, so treat any timeframe the operator gives you as the real benchmark.
What tends to move faster
Simple status questions, like confirming whether a code was sent, are often handled quicker than disputes that need a manual review, such as an eligibility decision or a rejected withdrawal.
When it's fair to follow up
If the operator gave you a stated timeframe, wait until it passes before following up. If they gave none, a polite follow-up referencing your original message and reference number is reasonable.
Does escalation differ by issue type?
Yes. Time-sensitive issues like a missing OTP usually need an immediate resend request, while evidence-heavy issues like a rejected withdrawal usually need a written dispute with documentation attached.
Time-sensitive issues
OTP and claim failures are often fixed with a quick resend or retry. Note the exact error message and try the official channel again before assuming something deeper is wrong.
Evidence-heavy issues
Eligibility decisions and withdrawal outcomes usually involve a manual review on the operator's side. These typically need your full evidence pack and a clearly written dispute rather than a quick retry.