A bonus balance and a cash balance can look similar on a casino account, but they are not interchangeable. The cash balance is generally available for withdrawal subject to account checks, while bonus funds may need to meet wagering conditions first. If the wagering meter seems stuck, that does not automatically mean a deposit or game result has gone missing: the game may simply contribute differently, or not count at all.
For New Zealand players checking a promotion at Mr Fortune Casino, start by separating a display delay from a terms issue. Confirm which balance you are using, what the offer requires and whether the games you played qualify. The steps below help narrow down the cause before you contact support or make another deposit.
Check the bonus terms before changing anything
Open the promotion details in your account and look for the wagering requirement, eligible games, contribution rates, maximum bet and expiry time. These details determine how qualifying play is counted. For instance, a slot may contribute fully while a table game contributes less or is excluded. The exact rules depend on the offer, so do not assume that two promotions work alike.
Note the bonus amount and the wagering target. If a promotion requires 30 times a $20 bonus, the target is $600 in qualifying turnover, not a $600 loss or a $600 deposit. Turnover means eligible bets placed; it does not mean the amount you must spend from your own pocket. Check whether the offer applies the multiplier to the bonus, the deposit, or both.
Identify the likely cause
| What you notice | Likely explanation | What to check |
|---|---|---|
| Progress changes slowly | The game has a reduced contribution rate | Eligible-game list and contribution percentage |
| No progress after a session | The game or bet type may be excluded | Promotion terms and game history |
| Balance or meter looks unchanged | The account display may need refreshing | Sign out, sign in again, then review the bonus panel |
| Bonus disappeared or expired | A condition or deadline may have ended it | Offer status, expiry time and account notifications |
Also check whether the promotion was successfully activated. Some offers require a claim button or code before eligible play begins. A deposit alone may not attach a bonus to the account. If the terms say the offer is active but the account shows otherwise, keep a record of the time you claimed it and the confirmation displayed.
Minimum checks before contacting support
- Confirm the offer is active and has not passed its expiry date.
- Compare the game you played with the promotion’s eligible-game list.
- Check the bet size against any stated maximum. A bet above the limit may affect eligibility under the offer rules.
- Review the account’s bonus or transaction history for the relevant session.
- Refresh the account, then check the meter again after allowing time for the display to update.
Optional checks that can clarify a delay
If the basic checks do not explain it, note the game name, approximate session time, bet size and the progress shown before and after play. Take a screenshot of the meter and the relevant offer terms, making sure personal or payment details are not visible. These details can help support trace the session without requiring you to repeat the same bets.
Check whether you switched between cash and bonus play, changed devices, or opened the game before activating the offer. These details may help explain why a particular round did not count. Do not keep playing simply to test the meter: extra wagering can increase losses and may not resolve an account or display issue.
One setup mistake to avoid
A common mistake is treating every game as equally eligible. A slot, live table game and other casino game can have different contribution rules, even when they appear under the same lobby. Starting a long session before checking the list can leave you with turnover that does not advance the bonus target as expected. Check the offer first, then choose only a game and bet type that its terms include.
Practical verification: compare one session
Use one clearly identified session as a test. Record the displayed wagering progress, play a small eligible bet within the offer’s limit, then check the meter and game history after the round settles. Compare the change with the stated contribution rate. If the game contributes 50%, for example, $10 of qualifying bets would usually add $5 to the target, subject to the promotion’s wording. Do not infer a problem from one round if the account has not refreshed.
When the issue needs support
Contact the casino’s support team if an active offer remains unchanged after eligible play and a refresh, if a qualifying session is absent from your history, or if the displayed terms conflict with the account status. Provide the offer name, date and time, game, bet size, and screenshots of the meter and terms. Never send your password or full payment-card details. Ask support to confirm whether the session qualified and what wagering progress they can see on the account.
Until you receive an explanation, avoid cancelling the offer or making another deposit to try to fix the meter. First establish whether the cause is eligibility, activation, expiry or a display delay. That check protects your account history and gives support a specific issue to investigate.