“Why was my welcome bonus not credited?” That is the exact question many players type after signing up, and the most common cause is a missed or misunderstood condition attached to the offer. The same pattern runs through verification, withdrawals and login locks: a small step was skipped or a detail did not match.

Welcome bonus or free spins not showing in your balance

You finished the sign-up steps, opened the cashier and the bonus or spins are not there, or the balance still shows only your deposit. At fallsviewcasino.biz the welcome offer attaches to specific actions, so a missing step leaves the reward uncredited.

• The bonus code was not entered in the bonus field before the deposit was confirmed.
• The deposit was made with a method that does not qualify for the welcome offer.
• The account already had a welcome bonus or free spins applied earlier.
• One or more bonus conditions were not met, so the reward was skipped.

1. Open the cashier and look for an active bonus or a pending reward listed next to your balance.
2. Compare the deposit you made with the actions the offer requires: code, minimum deposit and method.
3. If no bonus is listed, re-enter the code in the bonus field and confirm the deposit again.
4. Check that the deposit method you used is allowed for the welcome offer.
5. If the bonus is listed as pending, complete the remaining steps shown for it.
6. For free spins, open the game named in the offer and look for the spin counter inside it.
7. Refresh the cashier or log out and back in to force a balance update.
8. If the spins still do not appear, open the game from the promotions page rather than from search.
9. Keep a screenshot of the deposit confirmation and the offer details.
10. Note the time you completed each step, since support will ask for it.
11. Try a different browser tab or the phone browser if the cashier page shows no bonus section.
12. Contact support only after you have checked the cashier, the code and the deposit method.

Contact support with your deposit confirmation and the offer name if the cashier shows no bonus after all steps were completed.

Identity verification stuck or documents rejected

Your account shows verification in progress, or a document was rejected with no clear reason, and the status has not moved. Most stalls come from a mismatch between the document and the account details, or from an image that cannot be read.

• The name or date of birth on the document differs from the account profile.
• The photo is blurred, cropped, covered by glare or only partly visible.
• A document type was uploaded that the operator does not accept for that check.
• The document is expired or the address proof is older than the accepted period.
• The uploaded file format or size does not match what the upload page accepts.

1. Open the verification section of your account and note which document is marked as missing or rejected.
2. Compare the name, date of birth and address on your profile with the document you plan to send.
3. Correct any profile detail that does not match before uploading again.
4. Photograph the document on a flat surface with all four corners visible and no flash glare.
5. Upload the file in the format the page accepts and wait for the status to change.
6. If a document was rejected, upload a different document type that proves the same detail.
7. For proof of address, use a document that shows your name and address clearly.
8. Do not send the same rejected image again; change the lighting or the document instead.
9. Keep the original files until verification is complete.
10. Check the verification section again after a logout and login.
11. If the status stays stuck, prepare a new set of clear images before contacting support.
12. Send support the exact document name shown as rejected so they can check the record.

Contact support when a document is rejected twice without a stated reason or the status has not changed after a fresh upload.

Withdrawal pending longer than expected

Your withdrawal shows as pending while your balance stays unchanged, and the status has not moved. A pending withdrawal is normally waiting on verification, a bonus condition or a payment detail that does not match your account name.

• Identity verification is not complete, so the payout is held.
• A bonus is still active and its conditions have not been met.
• The payout method or account name does not match the account holder.
• The withdrawal request was made before the deposit cleared.
• More than one withdrawal request is open and only one can be processed at a time.

1. Open the withdrawal history and read the status shown for the request.
2. Check the verification section and finish any step marked as incomplete.
3. Look at your active bonuses and confirm whether any condition still applies to your balance.
4. Compare the payout account name with the name on your profile.
5. If you have more than one open request, cancel the extra ones and keep a single request.
6. Make sure the deposit linked to the withdrawal has fully cleared.
7. Correct any payment detail that does not match your verified name.
8. Wait for the status to change from pending to processing before taking further action.
9. Keep the reference number of the withdrawal request.
10. Do not submit a new request while the first one is still pending.
11. If the status is processing, no further action is needed from you.
12. Contact support with the reference number if the status stays pending after verification is complete.

Contact support with the request reference when verification is complete, no bonus applies and the status still reads pending.

Login blocked or account locked after failed attempts

The login page returns an error or states the account is locked after several wrong attempts. The usual cause is a mistyped password, a saved password that no longer matches, or a security lock triggered by repeated failures.

• The password was typed with the wrong keyboard language or with Caps Lock on.
• A saved password in the browser is out of date after a password change.
• Too many failed attempts triggered a temporary lock.
• The username or email used at login differs from the one on the account.
• Two-factor authentication is enabled and the code was not entered.

1. Type the password manually instead of using the saved one, and check Caps Lock.
2. Confirm you are using the same email or username you registered with.
3. Use the password reset option and set a new password you have not used before.
4. If two-factor authentication is on, enter the current code within the time it is valid.
5. Close the browser tab and open the login page again from a fresh tab.
6. Clear the saved password for the site in your browser settings.
7. Try the phone browser if the desktop browser keeps returning an error.
8. Do not keep retrying the same password, since each failure extends the lock.
9. Wait for the lock to lift before trying again.
10. Check your email inbox for a message about the lock or a password reset link.
11. Keep the reset email until you have logged in successfully.
12. Contact support if the reset link does not arrive or the account stays locked after the wait.

Contact support when the password reset does not restore access or the account remains locked after the lock period.

Quick Reference

The table below groups each problem with its usual cause and the first check to run.

The first check is the one that costs the least time and rules out the most likely cause. For a missing bonus, the cashier shows whether a reward is attached at all. For verification, the profile name is the detail that most often blocks a document. For a pending withdrawal, the status tells you whether the request is waiting on you or already in processing. For a login lock, a manual password entry separates a typing error from a real lock. Run the first check before opening a support ticket, because it gives you the reference detail support will ask for.

Keep your profile name, address and payout details identical to your documents and save each deposit confirmation; that one habit prevents most bonus, verification, withdrawal and login problems.