Should you keep playing while a bonus balance is disputed, or pause and ask support to review it? The deciding factor is whether you can still verify the promotion’s conditions and your current wagering progress. If key terms or account figures are unclear, stop making bonus-related bets until you have saved the evidence and received an explanation.

For Canadian players using Conquestador Casino, a useful review starts with the exact offer shown in the account—not assumptions based on another promotion. Bonus rules, eligible games and payment conditions can differ. Save the offer details and account records as soon as a balance, withdrawal or wagering figure seems inconsistent; those items can help support identify what happened.

The common approach: check the offer and contact support

A player may first reopen the promotion page, compare its wagering requirement with the bonus balance, and send a short message to customer support. That is a sensible starting point. It can work when the offer remains available, the account history is complete and the question is simply how much qualifying play remains.

Before contacting support, record the promotion’s name, the date it was accepted, the bonus amount and any stated expiry. Capture the full terms, including wagering multipliers, minimum odds if applicable, maximum bet limits, eligible games, contribution percentages, excluded titles, withdrawal restrictions and rules about deposits or cashing out. Keep the wording as displayed at the time, if possible. A later version may not explain the conditions attached to an earlier offer.

Then compare those terms with your account’s bonus and transaction history. Note the deposit amount and timestamp, the bonus credit, relevant wagers, settled results, cancellations and any balance changes. A concise timeline is more useful than a long, unfiltered message. Ask support to identify the precise rule applied, the calculation used and the account entries they relied on.

Where that approach can fail

A terms-page screenshot alone may not show which version applied when you opted in. Likewise, a balance screenshot taken after several more bets may not establish the figures at the moment the issue arose. If a game’s contribution rate is lower than the standard rate, multiplying the displayed bonus by the headline requirement will not necessarily match the progress shown in the account.

For example, a player might see that wagering is incomplete and assume that every dollar wagered counted equally. The promotion may instead exclude certain games, count only a portion of play, or set a maximum stake while bonus funds are active. If the player keeps betting before checking, new activity can make the original calculation harder to reconstruct. A withdrawal request may also affect bonus eligibility under the specific offer terms. Do not assume a restriction applies—or does not apply—without locating its wording.

The adjusted approach: preserve a verifiable record

Pause activity connected to the disputed offer, then build a small evidence file. Use screenshots with visible dates or device timestamps where available. Retain original emails, chat transcripts and account notifications, rather than relying only on copied excerpts. If a screen does not show the full wording, save adjoining screens or a complete page capture so the heading and relevant conditions remain identifiable.

• Offer evidence: promotion title, opt-in confirmation, full terms, expiry, and any version or publication date displayed.
• Account evidence: deposit and bonus-credit records, transaction identifiers, balance history, wagering progress and withdrawal status.
• Play evidence: game or product name, round or bet reference, stake, time, result, settlement status and any cancelled or reversed entry.
• Contact evidence: support ticket number, dates, replies, requested documents and the resolution offered.

In your request, state what you expected, what the account shows and the amount or entry in question. Ask support to provide an itemised calculation: qualifying stakes, excluded play, contribution rates, adjustments and the term governing any restriction. If a game round is involved, ask for its reference and settlement details. Keep the wording neutral and avoid sending unnecessary identity or payment information through an unverified channel.

Choose the route that fits the evidence

Choose the faster clarification route when the records agree and only the calculation needs explaining. Choose the evidence-first route when a term, wager or transaction cannot be verified. In either case, keep copies of every reply and ask for a written outcome. If the explanation does not address the specific records, reply with the unresolved item and its timestamp. A dated, focused file gives both you and the casino a clearer basis for reviewing a bonus issue in 2026.