You press the deposit button, the bank shows the money gone, and the casino balance still sits at zero. The most common cause is a payment that left your bank but has not yet reached the casino’s account.

A deposit that left the bank but is not on the balance

The player sees a completed bank transfer or card payment next to an unchanged casino balance, and the transaction history may show the deposit as pending or missing.

• The payment is still travelling between the bank and the casino.
• The deposit was sent to a different account than the one linked to the casino profile.
• A card or bank block stopped the transfer after it left your side.
• The bank account holder name does not match the name on the casino profile.
• The payment was split into two entries and only one has arrived.

1. Stay on the casino page and reload it once, because a stale view can hide a payment that already arrived.
2. Open the transaction history in your profile and note the status of the deposit.
3. Open your bank statement and compare the amount, the date and the reference of the payment.
4. Check that the sender name on the bank side matches the name on your casino profile exactly.
5. If the bank shows the payment as pending, wait for it to settle before doing anything else.
6. Do not send a second deposit for the same amount while the first one is unresolved.
7. Copy the bank reference of the payment into a note, because support will ask for it.
8. Take a screenshot of the casino transaction history showing the missing deposit.
9. Compare the payment details you entered with the ones stored in your casino profile.
10. If your bank account details changed recently, update them in the profile before the next deposit.
11. Return to the transaction history after the bank confirms the payment has settled.

Contact support with the bank reference and the screenshot when the bank shows the payment as completed and the balance stays unchanged.

A welcome bonus or free spins that were not credited

The player finishes registration or a deposit and sees the bonus banner still offering the welcome offer, with no bonus balance and no spins.

• The bonus code was left out or typed with a typo in the bonus field.
• The deposit was made before the bonus was selected, so it did not count.
• The offer applies only to a first deposit that meets the minimum the offer names.
• The account already used a welcome offer earlier.
• The bonus was credited but sits in a separate bonus balance.

1. Reload the lobby and open the bonus section to see whether the offer now shows as active.
2. Check the bonus balance separately from the cash balance in your profile.
3. Compare the deposit you made with the minimum the offer states, because a smaller payment does not trigger it.
4. Check whether the bonus code you entered matches the one in the offer text character by character.
5. If you deposited without selecting the offer, do not deposit again; note the payment instead.
6. Look at the bonus history for an entry showing the offer as used or expired.
7. Take a screenshot of the offer as it appeared when you deposited.
8. Take a screenshot of the bonus history and the deposit entry together.
9. Check that the deposit used for the offer was the first one on the account.
10. Note the date and the amount of the deposit so support can match it to the offer.
11. Wait for the bonus section to refresh before concluding that the offer is missing.

Contact support with both screenshots when the deposit met the offer conditions and the bonus history shows no entry.

Login failures and a locked account after wrong attempts

The player types the password, sees a message that the details are wrong, and after a few tries the account locks.

• The password was typed with a different keyboard layout or with caps lock on.
• The account is locked after a set number of failed attempts.
• A password manager filled an old password that was changed earlier.
• The email address on the login form differs from the one registered.
• Two-factor authentication is waiting for a code that went to an old phone number.

1. Stop retrying, because each wrong attempt extends the lock.
2. Type the password slowly in a plain text field first to see what you are actually entering.
3. Check caps lock and the keyboard layout before the next attempt.
4. Turn off the password manager for this login and enter the password by hand.
5. Reset the password through the recovery option on the login form.
6. Use a recovery email address you can open right now.
7. If two-factor authentication blocks you, note the phone number attached to the profile.
8. Open the casino in a fresh browser tab rather than reloading a page that holds an old session.
9. Clear the browser cache if the login form keeps returning the same error.
10. On a phone, close the browser tab and open the casino page again in the phone browser.
11. Reach support through the contact form while logged out, because the account page is closed to you.

When you use the Olg casino app, the same lock applies, so contact www.olg.hu.net support to lift it. Contact support when the recovery email does not arrive or the account stays locked after a password reset.

A withdrawal that stays pending longer than expected

The player requests a payout and the history keeps showing it as pending while the cash balance no longer includes the amount.

• Identity checks are incomplete on the profile.
• An active bonus still carries play conditions that block the payout.
• The payout method differs from the one used for deposits.
• The account details, such as the address, changed after the last check.
• The request was made while a deposit was still settling.

1. Open the withdrawal history and note the exact status shown for the request.
2. Check the profile for any document or detail marked as missing.
3. Finish every identity step that is still open before contacting anyone.
4. Look at the bonus section to see whether a wagering condition is still running.
5. Check that the payout method matches the method you deposited with.
6. Cancel the request only if you intend to change the amount or the method, because a cancel restarts the queue.
7. Compare the payout method details in the profile with the ones your bank or wallet holds.
8. Take a screenshot of the pending request and its reference number.
9. Keep the balance untouched while the request is open, so the amount stays available.
10. Update any profile detail that changed, such as a new address, before the next request.
11. Check the history again after the identity steps show as complete.

Contact support with the request reference when every identity step is complete and the status still has not moved.

Quick Reference

The table below pairs each problem with its usual cause and the first check a player should run.

A missing deposit is almost always a matter of timing, so give the bank side a moment to settle. A missing bonus usually comes from the order of actions: select the offer first, then deposit. A lock after failed logins grows with each extra attempt, so one reset beats five guesses. Anyone playing the Olg app should remember that the same lock and the same bonus rules apply there as on the desktop page. Pending withdrawals move once the open identity steps are finished, and a second request does not speed anything up. Players using casino Olg offers should select the offer before paying in, because a deposit made first rarely counts.

One habit prevents most of these problems: finish every profile and identity step before you deposit or request a payout, so payments and bonuses have nothing left to wait for.