You see a pending withdrawal in your banking app while the casino balance still shows the same amount. This usually happens because the payment is in an intermediate state before the casino receives final confirmation.
Deposit taken by the bank but missing from the casino balance
Your bank statement shows the money left your account, but the casino balance has not moved. A deposit can sit in an intermediate state before the payment is finalised on the casino side.
- The payment is still being processed between the provider and the casino.
- The deposit was sent with a reference that does not match your player account.
- The payment provider flagged the transaction for a routine check.
- A currency conversion step added time to the settlement.
- You made the deposit from an account that is not in your own name.
- Refresh the balance page and give the payment a short time to settle.
- Open your banking app and note the exact amount, time and reference of the payment.
- Return to the cashier area and confirm that the deposit is listed there.
- If the cashier shows a pending deposit, leave it alone until its status changes.
- Make sure the deposit was sent from an account registered in your own name.
- Check that the payment reference matches the one shown when you started the deposit.
- Log out of leoncasino-nz.com/ and log in again to refresh your session.
- Clear the browser cache if the balance still shows the old figure.
- Try a different browser or the phone browser to rule out a display glitch.
- If you used a payment method that requires a code, confirm that you entered it fully.
- Take a screenshot of the cashier page and the bank statement line.
- Wait for the payment status to change to completed before trying another deposit.
- Contact support with the screenshot, the amount and the time if the balance is still unchanged after the status shows completed.
Contact support once the payment is confirmed by your bank but the casino balance remains unchanged.
Site or games not loading properly on a phone
You tap a game and the screen freezes, shows a blank area or returns you to the lobby. Mobile play runs in the phone browser, so most problems come from the browser or the connection rather than the game itself.
- The mobile connection is weak or switching between networks.
- Browser cache or stored data has become corrupted.
- An ad blocker or privacy extension is blocking game scripts.
- The browser is out of date and does not support the game format.
- Too many tabs or background apps are using the phone's memory.
- Close all tabs and reopen the browser before loading the site again.
- Switch between Wi-Fi and mobile data to see if the network is the cause.
- Clear the browser cache and cookies, then log in again.
- Disable ad blockers and privacy extensions for the site and reload.
- Update the phone browser to its latest version.
- Restart the phone to free memory taken by background apps.
- Try loading a single game instead of opening several at once.
- Switch the browser to desktop mode if the mobile layout misbehaves.
- Test the same site in a different browser to compare results.
- Check that the phone has enough free storage for the browser to work.
- Take a screenshot of any error message that appears on screen.
- Contact support with the phone model, browser name and screenshot if the problem persists on every browser and network.
Contact support if no browser or network change makes the games load.
Welcome bonus or free spins not credited
You finish the sign-up steps and expect the Leon Casino bonus, but the bonus screen shows no extra funds or spins. The welcome offer and its free spins usually depend on a condition being met before they appear.
- The minimum deposit for the offer was not reached.
- A bonus code was required at deposit and was left empty or mistyped.
- The bonus was not selected on the deposit screen before confirming.
- The account still has an unfinished verification step.
- The offer was already claimed on an earlier deposit.
- Open the bonus screen and look for a pending or inactive bonus entry.
- Confirm that the deposit met the minimum amount for the welcome offer.
- Check whether a bonus code was needed and whether it was entered exactly.
- Repeat the deposit process only after confirming the bonus box is ticked.
- If a code was required, enter the code before confirming the payment.
- Look at the bonus screen again after the deposit is marked completed.
- Complete any account verification step that is still open.
- Read the offer conditions to see which deposit counts toward the welcome package.
- Note that a Leon Casino free spins award can appear after the qualifying deposit is confirmed.
- Log out and back in to force the bonus screen to refresh.
- Take a screenshot of the bonus screen and the deposit receipt.
- Identify whether the offer was already used on an earlier deposit.
- Contact support with the screenshots and the deposit details if the bonus is still missing.
Contact support if the deposit qualifies and the bonus screen remains empty after a fresh login.
Withdrawal still pending after the expected time
Your withdrawal shows as pending in the cashier, and the balance has not yet been reduced. A pending status usually means the request is waiting for an internal review or for account checks.
- The account verification has not been completed.
- The withdrawal request is queued for a routine internal review.
- The payment details on the account do not match the player's name.
- A bonus condition attached to the balance has not been cleared.
- The payment provider is slow to confirm the receiving details.
- Open the cashier and note the exact status of the withdrawal.
- Complete any outstanding verification step on the account.
- Confirm that the withdrawal method is in the player's own name.
- Check that no active bonus is tied to the funds being withdrawn.
- Make sure the withdrawal amount is within the allowed range for the method.
- Cancel and resubmit the request only if the cashier allows it and the status is stuck.
- Remove any saved payment details that no longer match your account.
- Take a screenshot of the pending withdrawal page.
- Wait for the review to finish before sending a second request.
- Compile the documents needed for verification in advance.
- Log in from the phone browser if the desktop session shows an old status.
- Contact support with the screenshot and the withdrawal reference if the status has not moved after verification is complete.
Contact support when verification is done and the withdrawal still shows pending with no change.
Use the same name, payment method and contact details from the first deposit through every withdrawal, and most of these problems never start.
