A bank statement that shows a completed payment while the casino balance still shows the old figure is the most common sign that a deposit is stuck between the payment provider and the player account. Most of the time the money is safe and the credit simply has not been passed back yet. A message saying the welcome bonus or free spins were not credited usually means a condition attached to the offer has not been met, such as an unverified profile or an account that predates the offer.

Deposit taken by the bank but missing from the balance

The player sees a debit on the bank statement and an unchanged casino balance, sometimes with no record of the payment in the transaction history at all. The payment often sits in an intermediate state while the provider confirms it, or it was sent to an account detail that differs from the one registered on the profile.

• The payment is still pending confirmation between the bank and the payment provider.
• The deposit was made to an account that does not match the name on the profile.
• The bank blocked or held the transfer for its own security check.
• The balance page was left open and shows an outdated figure.
• The deposit was sent through a method not enabled for the account.

1. Refresh the balance page fully and log out and back in. An old page can keep showing a figure from before the payment completed.
2. Open the transaction history and look for the payment. If it appears as pending, the credit is on its way and no new deposit is needed.
3. If nothing appears at all, open the bank statement again. A debit there with no casino record points to a mismatch at the provider.
4. Compare the account name and any reference used in the transfer with the details saved on the profile. Mismatched details are the usual reason a payment is held.
5. Ask the bank whether the payment was cleared or held. A hold on their side means the money never reached the casino.
6. Do not send a second deposit to speed things up. A duplicate payment takes longer to untangle than a single pending one.
7. Contact support with the payment reference, the amount and the time of the transfer. Players who include the statement line get a faster answer, and the request is handled through Spin Palace online.

Contact support once the payment has cleared at the bank but no record shows on the account, or once the pending entry has stopped changing.

Welcome bonus and free spins not credited

The player finishes registration or makes the first deposit and sees a bonus screen without the offer in it, or no free spins in the games list. A condition attached to the offer has usually not been met, and the most frequent ones are a profile that is still unconfirmed and a first deposit made before the offer was applied.

• The profile is not yet fully confirmed, so the bonus stays held.
• The first deposit was made without entering the bonus code on the deposit screen.
• The account had a closed or older registration, which can take it out of the new player offer.
• The deposit used a method excluded from the offer.
• The free spins are tied to particular games and do not show in other titles.

1. Open the profile and finish any missing confirmation step. A bonus is released only once the details are complete.
2. Check the deposit screen for a bonus code field and confirm the code was entered before sending the payment.
3. Look at the bonus section of the account rather than the games lobby. The offer may be active but not shown on the screen the player was watching.
4. Search the games list for the titles named in the offer. Free spins apply to those games only.
5. Confirm the deposit method used is one the offer accepts. Some payment options sit outside the promotion.
6. Note whether the account was registered during the offer period. An older registration can fall outside it.
7. Avoid using the balance on other games while the question is open, since bonus conditions can change once play begins.
8. Contact support with the registration date and the deposit reference if the offer still does not appear. Players should ask for the offer to be applied, not for a new one.

Contact support when every condition of the offer is met but the bonus or free spins still do not appear in the account.

Games that load slowly or not at all on a phone

The player opens Spin Palace casino on a phone browser and gets a blank screen, a game that stops halfway through loading, or a page that jumps around. The browser cache and a weak mobile connection cause most of these failures, and some titles demand more memory than the phone has free.

• Stored browser data from an earlier visit conflicts with the current page.
• The mobile connection drops during the game load.
• Too many open browser tabs use up the phone’s memory.
• The browser version is old and does not support the game format.
• A game server is under maintenance while the rest of the site works.

1. Close every other tab and reopen the site in a fresh one. This frees memory and clears a stuck page.
2. Clear the browser cache and cookies, then load the site again.
3. Move to a stable Wi-Fi network and retry the game.
4. Update the phone browser to the current version.
5. Turn the phone off and on to release memory held by background apps.
6. Try a different game from the same category. If only one title fails, the game itself is the problem.
7. Disable any content blocker or private browsing mode that may block game scripts.
8. Write down the game name and the exact error text, then contact support and describe what happens at the moment of loading.

Contact support when the site fails across several browsers and networks while other websites load normally on the same phone.

Login rejected or account locked after failed attempts

The player sees a message that the password or username is not recognised, or that the account is locked, after several tries. Repeated wrong entries trigger a security lock, and an unconfirmed profile or a changed device can also block a sign-in that used to work.

• The password was typed with a capital letter or a space the player did not notice.
• Several failed attempts tripped the account lock.
• The profile confirmation step was never completed.
• The account details were changed from another device or location.
• A saved password in the browser is outdated.

1. Stop trying. Each failed attempt extends the lock, so waiting is part of the fix.
2. Type the password by hand instead of using the saved one in the browser.
3. Use the password recovery option on the login screen and follow the steps sent to the registered contact.
4. Check whether a confirmation message is waiting in the registered mailbox.
5. Clear the browser cache if the login page keeps rejecting the data without a clear message.
6. Confirm that the device and location match the ones usually used for the account.
7. Write down the exact wording of the error, since each message points to a different cause.
8. Contact support once recovery fails or the lock does not lift. Ask for the account to be unlocked and say what was tried.

Contact support as soon as password recovery does not work or the account remains locked after a wait.

Quick Reference

The table below groups each symptom with its usual cause and the first thing to check.

For a missing deposit, the history entry tells the player whether the payment is still moving or never arrived; a second payment only adds confusion. On bonuses, the confirmation status of the profile matters more than the offer screen, because the credit is held until the details are complete. Free spins belong to named games, so a search of the lobby settles most questions before support is needed. Loading trouble on a phone is usually local, which is why a fresh tab and a stable network come first. A locked account needs patience, since each retry restarts the lock, and password recovery is the route that clears it. Support works best when the player brings the exact message, the payment reference or the game name.

A single habit prevents most of these problems: keep the profile details complete and matching the bank, and let one pending deposit or bonus settle before trying anything again.