A balance screenshot is rarely enough to settle a casino bonus dispute. The exception is a simple display fault; if the issue concerns wagering progress, a bonus being removed or a withdrawal being declined, you need records showing which offer applied and what happened to your account.

For a question about a Ricky promotion, first preserve the offer as it appeared when you claimed it, rather than relying on a current promotions page that may have changed. The Casino Ricky site can be a starting point for checking the relevant brand information, but your account history and the terms attached to your offer are the key evidence for a specific case.

Define the outcome you want

Be precise before contacting support. Are you asking why a bonus did not arrive, whether a game counted towards wagering, why a bonus balance disappeared, or which condition caused a withdrawal to be held? A clear question makes it easier to match the response to the relevant rule. Record the date, amount and action you believe should have produced a different result.

Keep the issue narrow. If a deposit was credited but the bonus was not, distinguish the deposit credit from the promotional credit. If wagering progress looks wrong, identify the game, stake and approximate time. If a withdrawal is involved, note whether the disputed amount came from cash funds, bonus funds or winnings after wagering.

Prioritise the evidence

Collect the essential items first, then add optional material only if it helps explain the sequence. Store copies securely and redact passwords, full card numbers and other sensitive details before sharing anything.

• Essential — offer terms: Save the promotion name, full terms, eligibility, minimum deposit, bonus amount, wagering requirement, expiry, maximum bet and any game restrictions. Include a dated screenshot or saved page if available.
• Essential — transaction records: Keep the deposit receipt, payment provider confirmation, casino transaction reference, amount, currency and timestamps. Note whether the deposit was successful, pending, reversed or refunded.
• Essential — account and play history: Capture the bonus ledger, wagering meter and relevant game history. Record game title, round or transaction ID, stake, result and time where shown.
• Essential — support trail: Save chat transcripts, email replies, ticket numbers and the date you contacted support. Ask for the rule relied on and the transaction or game records used to reach the decision.
• Optional — technical context: Add a screenshot of an error message, device and browser details, or a brief note about a connection interruption if the issue may involve a display or session fault.
• Optional — product details: Note the game’s exact title and version, provider, bonus feature or round type. Similar-looking games can have different contribution rules.

The decisive condition: which terms applied when you opted in?

The central question is not simply what the promotion says today. It is which version of the terms applied to your account when you opted in or made the qualifying deposit. Compare your saved offer with the account timeline. Check whether the offer required manual activation, a particular deposit method, a code, a minimum amount or completion before a stated deadline. A mismatch between the offer shown and the conditions later applied may be more useful than a general claim that the bonus was unfair.

For a wagering dispute, compare the game history with the offer’s contribution table and calculation method. A game may contribute only partly, or may be excluded; a displayed stake is not necessarily the same as qualifying wagering. Check for a maximum-bet limit and whether it applies per spin, hand or round. Ask support to identify the relevant entries and show how the remaining requirement was calculated. For a removed bonus, request the removal timestamp, stated reason and applicable clause. For a withdrawal hold, ask which verification or bonus condition remains incomplete.

Use a simple evidence table to keep the case readable:

Selection rule for your next step

Choose the next action by the evidence gap. If you have no copy of the offer, request the account-specific terms and activation record before debating the calculation. If the terms are clear but the figures do not match, ask for an itemised transaction and wagering breakdown. If the records agree with the rule, check whether a separate verification step or expiry condition explains the result. Keep each request factual, dated and limited to one outcome.

Save the complete file before sending a complaint, and keep a copy of every reply. Do not share login credentials or payment security codes. If the matter remains unresolved, check the operator’s stated complaint process and the relevant Australian consumer and gambling rules for your circumstances; do not assume a particular regulator or remedy applies without verifying it. The strongest case is a dated trail linking the offer, your transactions, the relevant game activity and the exact condition in dispute.