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Imagine you deposit $50 expecting a welcome bonus, then find your balance unchanged. Before checking the offer conditions, you might assume the promotion failed. After confirming that the offer required an opt-in before depositing, the likely explanation changes: the deposit may not have qualified, even if the payment went through normally.

For a New Zealand player, the useful question is not simply whether a bonus was advertised, but which version of its terms applied to your account and transaction. If you are checking an offer associated with Casino Roby, keep a copy of the promotion and ask support to identify the exact eligibility rule behind its decision. That gives you a clearer basis for resolving a missing or differently calculated bonus.

The claim to check: was the deposit eligible?

A welcome offer can depend on several separate conditions: whether the account was new, whether you opted in, which payment method you used, the deposit amount, and the time of the transaction. A promotion may also be limited to selected players or to a particular game or product. Treat the advertised headline as a summary, not as proof that every deposit qualifies.

Make the claim precise. For example: “I opted in to the welcome offer before depositing $50 on 14 October 2026, using the payment method shown in my account. Please explain why no bonus was credited and identify the term that applies.” A specific request is easier to investigate than a general complaint that the offer was unfair.

Evidence to save and request

Save records promptly, especially if the promotion is temporary or the terms may later change. Keep original files where possible; a cropped image without its date or surrounding conditions can leave important context out.

Evidence	What it can help establish
Offer terms and promotion screen	Bonus amount, qualifying deposit, opt-in requirement, expiry, wagering rules, exclusions and the date you viewed it.
Account and opt-in records	Whether the offer appeared for your account and whether you activated it before depositing.
Transaction receipt and account history	Deposit amount, currency, payment route, status, date and time. Keep the provider’s reference number too.
Balance and bonus screenshots	What appeared before and after the deposit, including any pending, declined or expired bonus notice.
Support messages	The explanation given, the terms cited, and any request for further documents.

Ask support for the promotion’s full terms as they stood when you opted in, not just a link to the current offer. Request the recorded opt-in time, the deposit status and the reason code or rule used to decline or alter the bonus. If the answer refers to a payment exclusion, ask which exact method or transaction detail triggered it. Do not send full card details or passwords; provide only information requested through an appropriate secure channel.

Where evidence can be incomplete

A successful payment does not by itself prove that a bonus was due. The payment provider may show a completed transfer while the casino account records a different settlement time, a reversed transaction or a deposit made through an excluded route. Likewise, a screenshot of the headline offer may omit an eligibility condition shown further down the page.

Check that screenshots show the date, the full relevant wording and, where possible, the page or account context. Compare the time zone shown in the transaction record with the offer’s deadline. If a page has changed, note when you captured it and ask support to confirm the version that governed your account. Keep both the original and any later explanation rather than replacing one with the other.

Conditions that may change the outcome

• Opt-in: The terms may require you to activate the offer before making a qualifying deposit.
• Minimum deposit: A deposit below the stated threshold may not trigger the promotion, even if it is otherwise successful.
• Payment method: Some offers exclude particular payment routes. Check the exact wording and the method recorded against the deposit.
• Account eligibility: New-customer wording, one-off limits or account-specific restrictions may apply. Ask which condition was applied to your account.
• Timing: Offer expiry, deposit processing and opt-in times can matter. Compare them using the same time zone where possible.
• Bonus use: Wagering requirements, game contributions, maximum bet limits and withdrawal rules may affect how a credited bonus can be used, rather than whether it should have been credited.

Keep these questions separate. A dispute about whether a bonus was issued is different from a dispute about wagering progress or a withdrawal restriction. Ask support to name the stage at issue and the clause that governs it; this can prevent an answer about bonus use from being mistaken for an explanation of eligibility.

What you can reasonably conclude

If your dated offer, opt-in record and qualifying transaction match the published conditions, but the account history shows no bonus and support cannot point to an applicable exclusion, you have a reasonable basis to ask for a review. Send a short timeline with the relevant screenshots and transaction reference, and request a written decision that cites the term relied on.

If a condition was missed, the records may explain why the offer did not apply, even if the promotion’s headline gave a different first impression. Where evidence is missing or the wording is unclear, avoid assuming either that the bonus was definitely owed or that the operator’s first response settles the matter. Preserve the correspondence and ask for clarification through the site’s stated complaint process. In 2026, a careful record of the offer version, account action and payment is the strongest way to assess what happened and what remains unresolved.