Resolving OLG Account Login, Bonus, Verification, and Payment Issues

You see an error message when trying to log in to your OLG account, and the most common cause is an incorrect username or password combination.

Welcome Bonus or Free Spins Not Credited

After making a deposit, you expect the bonus or free spins to appear, but they do not show in your account balance or promotions tab.

• The bonus code was not entered during the deposit process
• The deposit amount does not meet the minimum requirement for the offer
• The selected payment method is excluded from the promotion
• The player already claimed the same offer before

1. Log out of your account and log back in to refresh the bonus system
2. Check the promotions page to confirm you used the correct bonus code
3. Review your deposit history to ensure the amount matches the promotion terms
4. Use a different payment method that qualifies for the bonus
5. Clear your browser cache and cookies, then try again
6. Close all browser tabs and reopen only the casino site
7. Wait at least 15 minutes for the bonus to credit automatically
8. Confirm you did not already claim the same offer under another account
9. Ensure your account is fully verified before the deposit was made
10. Check if the free spins require manual activation in the promotions menu
11. Restart your device and log in again
12. Contact support if the bonus still does not appear after 24 hours

Contact support if the issue persists beyond 24 hours and provide your deposit receipt.

Identity Verification (KYC) Stuck or Documents Rejected

When trying to complete the account verification process, you see a message that your documents are rejected or the verification is still pending.

• The uploaded document is blurry, cropped, or has glare
• The name on the document does not match the name on the account
• The document type submitted is not accepted for verification
• The file size exceeds the allowed limit
• The document has expired

1. Log in to your account and navigate to the verification section
2. Check the email from olg.eu.com for specific rejection reasons
3. Re-scan or photograph your document in good lighting without shadows
4. Ensure the entire document is visible, including all four corners
5. Use a passport, driver’s licence, or national ID card as your primary document
6. Verify your name matches exactly as entered during registration
7. Upload a separate proof of address, such as a recent utility bill
8. Compress the image file if it is too large, keeping the text readable
9. Check the document expiry date and use a current one
10. Avoid using screenshots or photocopies—take a direct photo
11. Submit the documents again and confirm the submission
12. Log out and wait 48 hours for the review to complete
13. Contact support if the status does not change after 72 hours

Contact support if documents remain stuck after 72 hours and provide the document numbers used.

Site or Games Not Loading Properly on a Phone

When you open the casino in your phone browser, the page loads slowly, games freeze, or buttons do not respond.

• The browser cache is full and slows down the site
• The internet connection is unstable or too slow
• Outdated browser version does not support the site
• Too many tabs or apps are running in the background
• The phone operating system needs an update

1. Close all other browser tabs and apps on your phone
2. Switch from Wi-Fi to mobile data, or vice versa
3. Clear the browser cache and cookies in your settings
4. Restart your phone to free up memory
5. Update your browser to the latest version
6. Enable browser JavaScript and allow pop-ups for the site
7. Disable any ad blocker or VPN you have active
8. Rotate your phone to landscape mode and try loading the game
9. Use a different browser, such as Safari or Chrome
10. Check if the site works in the phone’s private or incognito mode
11. Reduce screen brightness to lower processor load
12. Contact support if the issue persists on multiple browsers

Contact support if the games still do not load after these steps and describe your phone model and browser.

Deposit or Withdrawal Declined Because of Limits

When you try to make a deposit or request a withdrawal, the transaction is declined and you see a message about limits.

• The deposit amount is below the minimum limit for your payment method
• The withdrawal amount exceeds the maximum allowed per transaction
• The daily, weekly, or monthly limit has been reached
• The selected payment method is blocked for withdrawals
• The account balance is pending wagering requirements

1. Log in and go to the cashier to view your current limits
2. Reduce your deposit amount to the minimum shown for that method
3. Break up a large withdrawal into smaller transactions within the limit
4. Check if your account has any pending bonus wagering that blocks withdrawals
5. Use a different payment method that accepts larger amounts
6. Adjust your personal deposit or withdrawal limits in account settings
7. Complete any outstanding bonus playthrough before withdrawing
8. Wait 24 hours for daily limits to reset
9. Confirm your payment card or e-wallet has sufficient funds
10. Ensure your account is fully verified before attempting a withdrawal
11. Contact your bank to check if they block gambling transactions
12. Contact support if the decline continues after verifying limits

Contact support if the transaction remains declined and provide the exact error message.

Keep your browser updated and your account fully verified before making any deposit; this prevents most login, bonus, and payment issues.