You press the deposit or spin button and the screen answers with a pending review, a frozen reels animation or an unchanged balance, so the click appears to have done nothing. The most common cause is a mismatch between the account details you submitted and the ones the payment or identity check expects.
Identity verification stuck or documents rejected
You upload a document and the status stays on review for a long time or flips to rejected without a clear reason.
- The photo is blurred, cropped or catches glare, so the text cannot be read.
- The name on the document differs from the name typed in your profile.
- The document has expired or shows only one side of a two-sided card.
- The file format or size is outside what the upload field accepts.
- You sent a screenshot instead of a photo of the physical document.
- Open your profile and compare the name and date of birth there with the document you plan to send.
- Correct any difference in the profile first, because a corrected document cannot match an uncorrected profile.
- Place the document on a flat, well-lit surface and photograph all four corners.
- Keep the text sharp; a phone camera at close range usually beats a scan with glare.
- Capture both sides when the document has information on the back.
- Upload the photo through the verification area of your account rather than by email.
- Send each document once; duplicate uploads can slow the queue instead of speeding it up.
- If a selfie is requested, hold the document beside your face and keep both fully visible.
- Write to support from the email address registered on the account, so they can match the message to you.
- Describe the exact document you sent and what the status field shows now.
- Wait for a reply before sending a different document, since a second file can restart the check.
- Contact support when a rejection message names no reason or the same document is refused twice.
Write to support once the rejection gives no reason, the status has not moved after several days, or your documents match your profile and are still refused.
Site or games failing to load in a phone browser
You open https://www.spinbit-casino.co.nz/ on your phone and the page stalls on a blank screen, loads without images or freezes when a game tries to start.
- The mobile connection is weak or drops between networks.
- An old cached page is being served instead of the current one.
- The browser is outdated or has scripts and cookies blocked.
- A content blocker or private mode is interfering with the game window.
- Too many tabs and background apps are competing for memory.
- Load the page in a normal browser tab rather than inside a social app’s built-in viewer.
- Switch between Wi-Fi and mobile data to see whether the connection is the cause.
- Clear the browser cache and cookies, then reload the page.
- Turn off private browsing for the session, because some games need stored session data.
- Disable content blockers for the site and reload.
- Update the browser through your phone’s store, then restart it.
- Close other tabs and background apps to free memory before opening a game.
- Allow the game window to finish loading before tapping anything on it.
- Try a different browser on the same phone to separate a browser fault from a connection fault.
- Restart the phone if games keep crashing in every browser.
- Note the game name and the exact message or blank screen you see.
- Contact support when one specific game fails in every browser while the rest of the site works.
Contact support when the site itself fails to open on a stable connection or a single game fails repeatedly on different browsers.
Deposit left the bank but not on the casino balance
Your bank shows the money as gone, but the balance inside your account has not moved.
- The payment is still being authorised between the bank and the processor.
- The deposit went to an account not linked to your profile.
- The payment was refused by the processor after the bank released the funds.
- A bonus code was entered with a payment method the offer does not cover.
- The account is mid-verification, so the credit is held.
- Leave the payment screen open until it shows a final result; closing early can interrupt the confirmation.
- Look for the transaction in your account history before assuming it is lost.
- Compare the amount and time in your bank statement with the deposit history in your profile.
- Check that the deposit method you used belongs to you and to the account name on file.
- Confirm you entered the bonus code in the correct field, not in a comment or reference box.
- Do not repeat the deposit straight away, because a second payment can double a pending charge.
- If the balance still shows nothing, note the reference number from your bank statement.
- Take a screenshot of the bank line and the empty deposit history side by side.
- Send both to support with the amount, the time and the method you used.
- Keep the confirmation from your bank in case the payment needs to be traced.
- Wait for support to confirm whether the payment is pending, refused or credited to the wrong place.
- Avoid starting a chargeback while support is tracing the payment, as it can freeze the account.
Contact support when the bank line is final, the deposit history shows nothing and several days have passed without a credit.
Welcome bonus or free spins not credited
The account shows no welcome offer and no free spins after you register or make your first qualifying deposit.
- The bonus code was missing, mistyped or placed in the wrong field.
- The deposit did not qualify because of the method or the amount used.
- A previous account on the same device or address already claimed the welcome offer.
- The offer was credited but sits in a separate bonus balance you have not opened.
- An active bonus already on the account blocks a second welcome offer.
- Open the bonus section of your profile and look for a separate balance next to the cash balance.
- Check your deposit history for the field where the code should appear.
- Compare the deposit you made with the conditions the welcome offer sets for a qualifying payment.
- Make sure the code was typed without spaces and in the same letter case as shown.
- Check whether free spins sit inside a specific game rather than in the main balance.
- Confirm the offer is not already active under a pending or expired status.
- If the code was left out, ask support whether it can be added before you deposit again.
- Do not open a second account to claim the offer again; linked accounts are treated as one player.
- Write to support with your username, the deposit reference and the code you used.
- Attach a screenshot of the bonus page showing the missing credit.
- Ask which condition your deposit failed, so you can meet it next time.
- Wait for the reply before making another deposit meant to trigger the offer.
Contact support when your qualifying deposit and correct code produced no bonus and the bonus balance stays empty.
Before any deposit or document upload, open your profile and confirm that your name, date of birth and payment details all describe the same person.