You see your withdrawal marked as “Pending” for hours or an error message that the bonus was not activated. The most common cause is a missed verification step or a mismatch in your account details.
Welcome Bonus or Free Spins Not Credited
You claimed a bonus offer, but the bonus funds or free spins do not appear in your account.
- You did not enter the required spinbet promo code during deposit.
- The deposit amount was below the minimum requirement for the offer.
- You used a payment method that is excluded from the promotion.
- The bonus has already been used on a previous deposit.
- Your account is not fully verified and the bonus is pending release.
- Check the promotion terms to confirm you used the correct spinbet promo code.
- Log in and review your deposit history to verify the amount matches the offer’s minimum.
- Ensure the payment method you used is listed as eligible in the bonus terms.
- If you have multiple accounts, note that only one bonus per player is allowed.
- Go to your account’s bonus section and see if the offer appears as “Pending” or “Active”.
- Refresh the casino page and check the balance after 5 minutes.
- Clear your browser cache and cookies, then reload the site.
- If the bonus requires a spinbet casino login first, log out and log back in.
- Try a different device or browser to rule out a local issue.
- Contact the casino’s live chat if the bonus still does not show after 30 minutes.
- Provide the support agent with the exact time of your deposit and the promo code used.
When to contact support: If none of the steps above credit the bonus within an hour, reach out via live chat.
Cannot Log In or Account Locked After Failed Attempts
You enter your details at the spinbet casino login page but see an error like “Account locked” or “Invalid credentials”.
- You entered the wrong username or password too many times.
- Your account is temporarily blocked for security reasons.
- You have not activated your account after registration.
- Your email address or username was mistyped.
- Look for the “Forgot password” link on the spinbet casino login page and reset your password.
- Check your email inbox and spam folder for a password reset link.
- Use a single device and browser for the next attempts to avoid triggering security locks.
- Wait 15 to 30 minutes after a lockout before trying again.
- Verify that you are using the correct email address you registered with.
- If you use autofill, manually retype the credentials instead.
- Clear your browser’s cache and cookies for the casino’s site.
- Try logging in from a private browsing window to bypass saved data.
- If the account is locked, do not attempt more logins until you contact support.
- Contact the support team to request an unlock after you have reset your password.
- Provide your registered email and a screenshot of the error message when contacting support.
When to contact support: If the password reset works but you still cannot log in, contact support immediately.
Identity Verification (KYC) Stuck or Documents Rejected
You uploaded your identification documents but the verification status remains “Pending” or shows “Rejected”.
- The document photo is blurry, cropped, or not fully visible.
- The document has expired or does not match your registered name.
- You uploaded a wrong file type or size that the system cannot process.
- The name on the document differs from the name on your casino account.
- You have not submitted all required documents (e.g., proof of address).
- Check if the document is a passport, driver licence, or national ID that is currently valid.
- Take a new photo of the document in good lighting, with all four corners visible.
- Ensure the file is a JPG, PNG, or PDF under the size limit shown on the upload screen.
- Compare the name on the document with your casino account name; correct any typos in your profile first.
- Upload a separate proof of address, such as a utility bill, dated within the last three months.
- Log out of your account and log back in to refresh the verification status.
- Look for a notification in your account’s verification section listing missing documents.
- If a document was rejected, read the reason provided and adjust the upload accordingly.
- Avoid uploading scanned copies with shadows or creases.
- After re-uploading, allow up to 48 hours for the review to complete.
- If verification stays pending beyond 48 hours, contact support with the document IDs.
When to contact support: Contact support if your documents are rejected repeatedly for the same reason.
Withdrawal Pending Longer Than Expected
Your withdrawal shows a pending status in the cashier section, but the money does not reach your account.
- Your identity verification (KYC) has not been fully approved yet.
- You have an active bonus that must be wagered before withdrawals.
- The withdrawal amount exceeds your daily or weekly limit.
- You requested a withdrawal to a payment method different from your deposit method.
- The casino’s processing team holds the request for manual review.
- Go to your account’s verification section and confirm that all documents are marked as approved.
- If a bonus is still running, check the wagering progress and complete any remaining requirements.
- Review the withdrawal limits in the cashier; you may need to withdraw in smaller portions.
- Ensure the withdrawal method matches one you used for a previous deposit.
- Log out and log back in to see if the status updates.
- Check the casino’s processing schedule, as weekends may cause delays.
- If you used the spinbet casino app on a mobile browser, clear the browser data and refresh the withdrawal page.
- Cancel the pending withdrawal if it has been more than 24 hours and resubmit it.
- When cancelling, check that your account balance is correct before re-requesting.
- Contact support with your withdrawal ID if the status does not change after 48 hours.
For a smooth experience, use the same details you entered at SpinBet casino NZ to avoid payment mismatches. When to contact support: Contact support if a withdrawal remains pending after the stated processing period.
Quick Reference
The table below lists each problem, its usual cause, and the first check you should perform.
| Problem | Usual Cause | First Check |
|---|---|---|
| Bonus not credited | Missing promo code or wrong deposit amount | Verify the promo code was entered and the deposit qualifies |
| Login locked | Multiple failed login attempts | Use the password reset feature |
| KYC stuck | Blurry or expired document | Upload a clear, current photo of your ID |
| Withdrawal pending | Unfinished KYC or bonus wagering | Check if verification is complete or bonus is active |
Most bonus issues trace back to the promo code or deposit conditions. Login locks are almost always resolved by a password reset. KYC delays come from poor-quality document uploads. Withdrawal delays usually stem from pending verification or bonus play-through. Checking these common causes first saves you time. The steps in each section above provide the exact remedy.
Before you deposit or withdraw, confirm that your account is fully verified and your preferred payment method is active.