If a withdrawal is held after a bonus has been used, it may be because a promotion’s conditions have not been met or the account still needs verification. Keeping the relevant terms and a clear record of play can help you work out which applies, rather than relying on memory or guessing at the reason.

This 2026 guide explains what to save and what to ask for when checking a bonus-related withdrawal at 24 Casino. You can use the Casino 24 site as the starting point for locating the current promotion and account information, then compare those details with your own records. Promotions and processes can change, so check the terms that applied when you opted in.

Before you contact support

Gather the basics first. Save files in their original form where possible, and note the date and time shown on each record. A screenshot is useful, but it may not show the full terms or transaction history, so keep copies of relevant emails and downloadable account statements as well.

• Promotion terms: the offer name, opt-in requirement, eligible dates, wagering requirement, qualifying games, maximum bet, expiry date, withdrawal limits and any restrictions on combining offers.
• Account and payment records: your account username or registered email, deposit receipt, payment method, transaction reference, withdrawal amount, request time and the status displayed in your account.
• Play details: game or product name, round or session reference if available, stake, time played and any balance change linked to the query.
• Communications: support messages, case numbers, emails and any instructions you received about verification or the promotion.

Do not send a password, full card number or security code in a support message. If identity documents are requested, use the account’s stated secure upload route and check that the request is consistent with the site’s instructions.

Four steps to check a bonus-related withdrawal

1. Save the offer as it appeared when you joined

Open the promotion information in your account or on the site and save the complete terms, not only the headline offer. Record when you opted in and, if shown, the promotion identifier. If the current page differs from the version you saw, ask support for the terms and conditions that applied on your opt-in date. Request a copy or a dated reference, and keep the reply with your records.

2. Match the terms against your account activity

Compare the qualifying deposit and play history with the offer rules. Check whether you opted in before depositing, whether the games you played counted towards wagering, and whether any stated stake limit or expiry applied. Use the account’s bonus progress display if available, but save a screenshot showing its date and status. If the figures do not line up, note the exact difference rather than assuming a particular calculation is wrong.

3. Trace the withdrawal and payment trail

Write down the withdrawal amount, request date, current status and transaction reference. Check whether the balance was cash, bonus funds or a mixture, and note any adjustment shown in the ledger. If the withdrawal is marked as paid but has not reached your payment method, ask for the processing date, payment reference and any trace information you can pass to your bank or payment provider. Never provide more financial information than needed to identify the transaction.

4. Send one clear, evidence-based enquiry

Contact support through the channel shown in your account. Include your username or registered email, the promotion name, withdrawal reference, relevant dates and a short description of what you expected versus what happened. Attach only the records needed to explain the issue. Ask a direct question: for example, which specific term is under review, what wagering figure was applied, or whether further verification is outstanding. Request a case number and an estimated time for an update.

Likely blocker: the terms or progress figure is unclear

A common sticking point is a progress total that differs from a player’s own calculation. This can happen when some games, bets, bonus funds or time periods are treated differently under the promotion rules. Do not rely on a general wagering estimate. Ask support to identify the relevant clause, the eligible activity included in its calculation, and the remaining amount or unmet condition. If the response refers to a rule you cannot find, ask for the dated version of the terms and the precise section number.

If the issue is instead a verification hold, ask which document or account detail is still required and how to submit it securely. Keep the request and your submission confirmation. Avoid opening multiple cases for the same withdrawal, as separate threads can make the evidence harder to follow. If you disagree with the outcome, reply in the existing case with a concise timeline and the records that support your question.

Completion check

Before closing the matter, confirm that you have a written explanation of the decision, the relevant promotion term or verification requirement, and the status of the withdrawal. If a payment was released, retain the confirmation and check the amount against your account ledger and payment statement. If action is still required from you, make sure you know what to provide, where to send it and the expected next update. Keep the evidence together until the balance and transaction are reconciled.