The bonus page looks exactly like the one at your old casino, but the balance shows no bonus and the button still says claim. In most cases the bonus is waiting because the deposit was never tagged for it or the account is not eligible yet.
Missing welcome bonus or free spins after claiming
You finish the claim steps and see the confirmation, but the bonus balance stays empty and the free spins do not appear in any game.
- The deposit was made without the bonus code or with the wrong code.
- The first deposit was too small for the welcome offer.
- The account is not verified, so the bonus is held back.
- An old bonus is still active and blocks a new one.
- The bonus was credited to a different balance than you are viewing.
- Sign out of Spinbet and sign back in through the Spinbet casino login page.
- Open the bonus history and look for the offer status.
- Find the deposit that was meant to trigger the bonus and compare its amount with the offer condition.
- Check whether the deposit form required a code and whether you entered it.
- Complete any open verification step on your account.
- Close or finish any old bonus that is still running.
- Look for a separate bonus balance in the wallet area.
- Open the free spins game from the bonus page, not from the game lobby.
- Refresh the page and log in again after a short wait.
- Note the date of the deposit and the offer name before you write to support.
Contact support when the bonus history shows no entry for the offer after you completed the deposit and the claim step.
Withdrawal pending longer than expected
The withdrawal sits at pending while the balance already shows the deduction, and no confirmation arrives.
- Identity verification is not finished, so the payout is on hold.
- An active bonus still needs to be finished or cancelled before the money can leave.
- You withdrew before the deposit was fully cleared.
- The payout account details do not match your verified name.
- The request is inside a routine review queue.
- Log in and open the withdrawal history to see the exact status.
- Check whether an active bonus is attached to the balance.
- Finish or cancel that bonus if you want the withdrawal to move.
- Confirm that your identity check is complete, not just started.
- Compare the payout account name with the name on your profile.
- Add any missing document only through the official upload area.
- Avoid sending the same request twice; a second request can delay the first.
- Keep the reference number of the withdrawal at hand.
- Review your inbox, including the spam folder, for a request from the payments team.
- Write a short message with the reference number and the status you see.
Contact support when the status has not changed and no message from the payments team has arrived.
Deposit left the bank but is not on the balance
Your bank app shows the payment as sent, yet the casino balance and the transaction list show nothing.
- The payment is still travelling between the bank and the casino.
- The deposit went to an old or wrong payment detail copied from another page.
- The minimum deposit for the chosen method was not reached.
- The payment is held for a routine check on the account.
- The payment was made from an account in someone else’s name.
- Wait before retrying; a second payment can double the charge.
- Take a screenshot of the bank record with the reference number.
- Open the transaction history on Spinbet and search for the same reference.
- Compare the payment details you used with the ones shown on the deposit page.
- Check that the amount met the minimum for that method.
- Confirm that the sending account is in your own name.
- Log out and back in through the Spinbet casino login to refresh the balance.
- If the history stays empty, prepare one clear message for the payments team.
- Attach the bank screenshot and the reference number, nothing else.
- Keep the message in one thread so the team can follow it.
When the payment is confirmed by your bank and the balance stays unchanged, send the reference number to the payments team at Spinbet bonus and wait for the reply before sending another deposit.
Identity verification stuck or documents rejected
The upload area shows a rejected document or a pending review that never moves, and withdrawals stay blocked.
- The photo is blurred, cropped or shows glare on the text.
- The document is expired or the corners are cut off.
- The name on the document differs from the profile name.
- The proof of address is older than the accepted period.
- A selfie was taken in poor light or with the face partly covered.
- Open the verification page and read the exact reason shown for the rejection.
- Retake the photo in daylight, on a flat surface, with all four corners visible.
- Make sure no finger covers the photo, the number or the expiry date.
- Use a document that is still valid and matches your profile name.
- Upload the proof of address from the accepted period.
- Take the selfie facing a window, without a hat or filter.
- Submit each document once and wait for the review to finish.
- Correct any spelling difference in your profile before uploading again.
- Keep the file size small enough for the upload to complete.
- Write to support with the document type and the rejection message if the review stalls again.
Contact support when a correct document has been rejected twice or the review has not moved after a new upload.
Use one email address, one phone number and your own payment accounts from the first day, and claim each bonus only after the deposit that triggers it is confirmed.