The comparison a player makes between RoyalVegas and the casino they used before often shows up as a bonus that never lands in the balance while the old brand paid at once. More often than not, this gap comes from a reward that needed a separate step or a deposit the system did not fully register.
Welcome bonus and free spins that never reached the balance
The player finishes a deposit or enters a code and still sees the plain balance, with no bonus credit and no spin counter.
- The deposit was made before the bonus was selected in the cashier.
- A promo code was typed with an extra space or the wrong case.
- The minimum qualifying deposit for the offer was not met.
- The account already held an active bonus that blocks new ones.
- The payment method used is excluded from the promotion.
- Refresh the balance page after logging in again, because some credits appear only after a new session.
- Open the bonus section of the account and look for the reward listed as pending.
- If it is pending, complete the remaining condition shown next to it.
- Re-enter the promo code by hand, with no leading or trailing spaces.
- Check that the deposit matched the amount the offer requires.
- Confirm the payment method you used qualifies for the promotion.
- Clear any other active bonus that could block the new reward.
- Take a screenshot of the bonus page before and after the deposit.
- Try a single fresh deposit only after the previous conditions are met.
- Repeat the process on the phone browser if the desktop session stalled.
Contact support when the reward shows as pending but the condition is already complete, or when the deposit left your bank and no record appears.
Games and pages that fail to load on a phone
A player on a phone sees a blank lobby, a spinning loader or a game that closes itself after a few seconds.
- An unstable mobile connection drops the game stream.
- The browser holds an outdated cached version of the page.
- Several tabs or background apps consume the available memory.
- A pop-up blocker or ad-blocking extension stops the game window.
- The selected game needs more resources than the phone provides.
- Switch from mobile data to Wi-Fi, or the reverse, and reload the page.
- Close every other tab and background app on the phone.
- Clear the browser cache and cookies for the site.
- Turn off ad-blocking or pop-up blocking for the page.
- Open the site in a private browsing window to rule out stored data.
- Allow the page to finish loading before tapping any game tile.
- Try a lighter game first to see whether the lobby itself works.
- Rotate the phone or switch to full-screen mode for the game.
- Restart the phone and open the page once more.
Contact support when the lobby loads but a specific game fails on every network and browser.
Login failures and accounts locked after wrong passwords
The player types the credentials and gets an error, or the form states the account is locked after repeated attempts.
- The password or username contains a typo or the wrong letter case.
- The account is locked because of too many failed attempts.
- Saved credentials in the browser are out of date.
- Two sessions are open at the same time on different devices.
- The email address on the account was mistyped at registration.
- Stop retrying after a few failed attempts, since more attempts extend the lock.
- Type the username and password manually instead of using autofill.
- Use the password recovery link sent to the registered email address.
- Open that email in the same browser and follow the reset instructions.
- Set a new password that differs from the old one and confirm it.
- Close every open session on other devices before trying again.
- Make sure caps lock is off and the keyboard language matches.
- Use the https://royalvegas.de.com/ password reset form if the recovery email never arrives.
- Try the login on a single browser with extensions disabled.
- Wait for the lock period to pass before another attempt.
Contact support when the reset link never arrives and the inbox and spam folder stay empty, or when the lock message persists after the waiting period.
Identity checks that stall or documents that get rejected
The player uploads a document and the status stays pending, or the file is returned with a rejection note.
- The photo is blurred, cropped or shows glare from a flash.
- The document has expired or the corners are cut off.
- The name on the document differs from the registered name.
- Only one side of a two-sided document was sent.
- The file format or size falls outside what the upload form accepts.
- Retake the photo in daylight, with the whole document inside the frame.
- Keep the four corners and all text edges visible.
- Photograph both sides of any document that has two.
- Make sure the name matches the one on the account exactly.
- Upload a fresh copy of the expired document if a newer one exists.
- Convert the file to a common image format if the upload fails.
- Send one document at a time and wait for the status to change.
- Keep the file size modest so the upload does not time out.
- Save copies of every file you send for later reference.
- Re-upload only after the previous review is complete, not alongside it.
Contact support when a clear, matching document is rejected twice or the pending status does not move for a long stretch.
Use one registered email address, one name and one payment source from the first deposit onward; that single habit removes most bonus, login and identity problems before they start.