Save the offer that was actually shown
Capture the promotion name, date, headline amount and the page containing its significant conditions. Record the expiry, eligible players, minimum deposit, payment exclusions and any opt-in or promo-code step. A generic bonus banner is not enough to identify the offer support needs to check.
Use the terms that were available when you deposited. Do not rely on a social post or an old screenshot if the account page shows a newer version with a different date.
Check the activation and qualifying deposit
Look at the promotion history and cashier receipt. Confirm that the opt-in happened before the deposit, the code was accepted and the amount stayed inside the qualifying range. Some offers exclude particular e-wallets, transferred balances or deposits made after the campaign window.
Match the completed payment reference with the casino transaction ID. If the deposit itself is missing, resolve that payment case first. A promotion cannot be matched cleanly to a cashier order that has not been credited.
Separate the cash and restricted balances
Open the balance breakdown instead of reading only the total at the top of the lobby. Bonus funds may sit in a restricted balance, free-spin wallet or rewards section. Write down the cash balance, bonus balance and remaining turnover exactly as displayed.
The UK Gambling Commission's glossary distinguishes deposit balances from bonus balances and lists expiry, maximum stake and wagering rules as significant conditions. Philippine operator terms govern the account, but that checklist is useful when identifying the missing field.
Avoid triggering play before the record is clear
Placing bets can activate a different balance order or make an expired offer harder to reconstruct. If the promotion is missing, pause and ask whether the account qualified, whether the reward is pending and when the operator's stated credit window begins.
Do not deposit again just to unlock the first reward. A second transaction may attach to a different campaign and create another set of wagering conditions.
Send support one auditable request
Put the username, promotion name, opt-in time, deposit amount, payment reference and casino transaction ID in one message. Attach the relevant terms and ask for one of three answers: the bonus ledger entry, the unmet condition or confirmation that the offer was not applied.
Never pay a personal wallet to release a reward. Verify the gaming domain through PAGCOR Guarantee before sharing receipts or account details. If the operator will not identify the rule it applied, preserve the thread and use contact information published by PAGCOR for an official check.