Your displayed balance and the amount currently available to withdraw can differ. Part of a balance may be subject to a playthrough requirement: every deposit must be wagered once (1×) before it can be withdrawn, and bonus funds can carry their own wagering requirement.
Check the balance for the selected currency
Open your wallet and check the currency you are using. The wallet's currency dropdown shows playthrough progress. Review the information for that currency rather than comparing a withdrawal request with a total shown for a different balance.
Games count towards the playthrough weighted by their RTP, and the counter updates when you leave the game. Bonus requirements differ per offer — read the terms shown with the bonus.
Ask for the exact locked amount
Support can check the amount that is locked. Send the coin or currency, the total balance you see, the amount you tried to withdraw and any relevant deposit or bonus reference. Include the message displayed when the withdrawal was rejected or limited.
The team can then check the requirement against your account. Avoid estimating the locked amount from an unrelated offer or another player's experience.
If you do not want to keep playing
Ask support in chat for your available options rather than placing more bets just to test whether the balance unlocks.
If you need a break or self-exclusion, you do not need to delay it to resolve the balance question. When signed in, open Responsible Gaming, or contact support for exclusion assistance and ask separately about the remaining balance. The self-exclusion policy is available without signing in.