• You didn't fulfill the requirements. Always check how to obtain a particular gift pack in the "Your gift" tab of the Bank. In the same tab, you can also track your progress in terms of fulfilling the requirements.

Important! If you set up a subscription that gives you Gold, only the bonus Gold counts toward the requirements of the "Purchase Gold" gift pack. The amount of this Gold is shown right after the name of the subscription. Gold that you receive during the time this kind of subscription is active doesn't count.

Any other Gold that you receive from Bank offers counts toward this gift pack's requirements.

• You forgot to claim your pack, and it expired. Packs from the "Your gift" tab are not credited automatically once you have fulfilled all the requirements. You need to claim such packs manually.

• Your payment failed to be completed on time, and the purchase that you needed to make in order to receive the gift pack was credited to you too late — after the gift offer had already expired. To avoid issues like this, try to fulfill the requirements for receiving a gift offer well in advance, and don't wait until the timer has almost expired.

If none of the reasons above relate to your particular situation, please contact us.