You tapped the bonus code field, typed the code and confirmed, but the free spins never appeared on your balance. A mistyped code or a bonus that was never attached to your account is the most common cause.

Withdrawal still pending after you requested it

You see the withdrawal marked as pending while your balance has already been reduced. This can happen when the request is waiting for a manual review or when the payment details do not match your account information. Players using Grand Mondial often ask why a request sits in pending for longer than expected. The list below covers the usual reasons.

• The casino is still reviewing the account for the first withdrawal.
• Your identity documents are incomplete or unreadable.
• The withdrawal method differs from the deposit method.
• An active bonus still has wagering conditions attached.
• Your bank or payment provider placed a hold on the incoming transfer.

1. Open your account history and confirm the withdrawal is still listed as pending rather than cancelled.
2. Check that your full name and address match the details on your identity document.
3. Upload a clear photo of your ID if the document section shows a missing file.
4. Make sure the document edges are visible and the text is not blurred.
5. Confirm that your chosen withdrawal method is the same one you used for your last deposit.
6. If you claimed a bonus, check that the wagering requirement has been completed.
7. Look at the bonus balance and the cash balance separately.
8. Do not submit a second withdrawal request while the first one is pending.
9. Keep your account balance above zero so the request is not cancelled automatically.
10. Check your email inbox and spam folder for a message from the casino about missing documents.
11. Reply to that message with the requested files in the format the casino asks for.
12. Wait for the review to finish before you contact support.
13. Take a screenshot of the pending withdrawal with the date and time visible.
14. Contact support with that screenshot if the status has not changed after the review window shown in your account.

Contact support in one message with your username and the screenshot if the withdrawal stays pending after the review period that your account displays.

Welcome bonus or free spins not credited

The bonus section shows no active offer, and your balance is the same as before you claimed it. This often happens when the code was typed with a space or a wrong character, or when the offer was not attached during registration.

• The bonus code was entered with a typo or extra space.
• The offer was claimed before the first deposit was confirmed.
• You already used a welcome offer on this account.
• The bonus was credited to a separate bonus balance.
• A deposit made with a method that is not eligible for the offer.

1. Open the bonus section of your account and look for a pending or active offer.
2. Switch to the bonus balance view if your account shows two balances.
3. Check the deposit history to confirm the qualifying deposit was completed.
4. Compare the bonus code you typed with the code in the offer description, character by character.
5. Remove any spaces before or after the code.
6. If the code field is now locked, the offer may already be attached to your account.
7. Log out and log back in to refresh the bonus display.
8. Open the promotions page and read which deposit methods qualify for the offer.
9. Make a new deposit only if the offer is still listed as available to you.
10. Enter the code again in the bonus field before you confirm the deposit.
11. Take a screenshot of the offer page with the code visible.
12. Keep the deposit receipt from your payment provider.
13. Contact support with the screenshot and the receipt if the bonus does not appear.

Contact support with the offer screenshot and the deposit receipt if the bonus is still missing after you log back in.

Deposit or withdrawal declined because of limits

A message appears saying the amount is above or below the allowed limit for your account or payment method. Limits are set per method, per account level and per currency, so a change in any of these can block a payment.

• The amount is outside the minimum or maximum allowed for that method.
• Your account level caps the amount you can move in one request.
• Your currency differs from the currency of the payment method.
• You have reached the number of transactions allowed for the day or month.
• Your bank applies its own limit to the transaction.

1. Check the amount field for a red message that states the allowed range.
2. Reduce or increase the amount so it falls inside that range.
3. Try a different deposit method that accepts your amount.
4. Split a large request into smaller ones only if the casino allows several requests in the same period.
5. Confirm that the currency of your account matches the currency shown in the payment window.
6. Check the transaction history for the number of payments you made today.
7. Wait for the daily limit to reset if you have reached it.
8. Contact your bank to ask whether its own limit caused the decline.
9. Write down the exact message you see on screen.
10. Take a screenshot of the declined payment and the error text.
11. Contact support with the screenshot if the amount fits the range but the payment still fails.

Contact support with the screenshot and the exact error text if the amount is inside the allowed range and the payment is still declined.

Deposit left your bank but is not on the casino balance

Your bank shows the payment as completed, but the casino balance has not changed. The transfer can be on its way, or it may have been credited to an account detail that does not match yours.

• The payment is still being processed between the bank and the casino.
• The deposit reference is missing or was changed by the payment provider.
• The payment was sent to an old account detail that no longer matches your profile.
• The deposit was credited to a bonus balance instead of the cash balance.
• Your bank marked the payment as completed before the casino received it.

1. Confirm in your bank statement that the payment is completed, not just authorised.
2. Switch to the bonus balance view in your account to check for the deposit there.
3. Open the transaction history and look for a deposit with the same amount and date.
4. Note the reference number shown in your bank statement.
5. Compare that reference with the one in your casino transaction history.
6. If the reference differs, the payment may have gone to a different account detail.
7. Check that your saved deposit details in the account match the ones you used.
8. Do not send a second deposit to replace the missing one until the first is resolved.
9. Wait for the processing period shown in your bank statement before you escalate.
10. Take a screenshot of the bank transaction and the casino transaction history side by side.
11. Contact support with both screenshots and the reference number.

Contact support with both screenshots and the reference number if the deposit is still missing after the bank shows it as completed.

Save your bonus code and deposit receipt before you close the confirmation window, because that small step prevents most of these problems.