You are looking at a pending withdrawal that has been stuck on “under review” for hours, yet the casino balance remains unchanged. The most common cause is missing or unclear identity documents that the casino requires before processing any payout.
Games or Site Not Loading on Your Phone
You tap the game icon or the casino homepage, but the screen stays blank, shows an error, or freezes mid-spin.
- Unstable internet connection
- Outdated browser version of the phone browser
- Too many tabs open
- Device storage nearly full
- Browser cookies or cache corrupted
- First switch to a stable Wi‑Fi or mobile data connection.
- Close all other browser tabs.
- Clear the browser cache and cookies from settings.
- Restart the browser app.
- Update the browser to the latest version.
- If the trouble persists, try a different browser.
- Restart the phone entirely.
- Ensure your phone has enough free storage space.
- Contact support by email or live chat if the casino offers if none of these steps works.
When to Contact Support if These Checks Fail
After trying all steps, report the exact error message and the device model to the support team.
Identity Verification (KYC) Stuck or Documents Rejected
You uploaded a passport photo or a utility bill, but the status stays “pending” or you get a rejection notice.
- Document is blurry or has glare
- Document is not a accepted type (e.g., a bank statement instead of a passport)
- Name or address on the document does not match the name on the account
- Document expired
- Photo shows the full four corners of the document
- Use a scanner or a well‑lit photo without shadows.
- Make sure all four edges of the document are visible in the frame.
- Check that the name and address exactly match what you entered during registration.
- Use a document issued within the last six months for address proof.
- Ensure the document type is on the casino’s accepted list, such as a passport, driver licence or recent utility bill.
- If rejected, look at the rejection reason in the verification section.
- Correct the issue and upload a new version.
- Wait up to a few hours for a new review.
- Contact support if you get rejected twice without a clear reason.
Deposit Left Your Bank but Not on Your Casino Balance
You see the withdrawal from your bank account, but the casino shows a zero balance or no record of the deposit.
- Bank transfer takes processing time between banks
- You used a wrong reference number
- Casino temporarily disabled deposits for your country
- Your account limit for the day is reached
- Transaction marked as pending inside the casino
- Check the deposit history inside the casino to see if the deposit is listed as pending.
- If pending, wait for an hour and refresh the page.
- Check that you used the unique deposit reference code the casino provided.
- Verify your daily or monthly deposit limit is not exceeded.
- If the deposit is absent from history, double‑check the bank account number you entered.
- Restart the phone and check again.
- If you used a credit card, confirm the card is accepted for casino deposits.
- Contact your bank to confirm the transaction was completed.
- If still missing, contact the casino with the bank receipt.
Deposit or Withdrawal Declined Because of Limits
You try to send money or cash out, and a message says the transaction exceeds or is below the allowed minimum or maximum.
- You set a personal limit that blocks the transaction
- The casino’s minimum or maximum applies to that method
- Your VIP level restricts the maximum
- Currency conversion caused the amount to fall outside limits
- A bonus wagering requirement is pending
- Check the deposit or withdrawal limits displayed next to each payment option inside the casino.
- Look at your account’s “responsible gaming” or “limits” section to see if you set a self‑imposed limit.
- If a bonus is active, the withdrawal limit often drops until you complete wagering.
- For withdrawals, ensure the amount is within the same payment method you used to deposit.
- Try a different payment method that may have higher or lower limits.
- For currency mismatches, convert your balance to the casino’s base currency first.
- Contact support to ask if the limit can be raised temporarily.
- If the bank imposed a limit, contact the bank.
- Use SpinBet app guidelines for each method to find the typical minimum and maximum.
Quick Reference
The table below summarises the three most typical problems, their likely causes and the first action to take.
| Problem | Usual Cause | First Check |
|---|---|---|
| Games don’t load on phone | Browser cache or outdated version | Clear cache and update browser |
| KYC documents stuck or rejected | Blurry image or name mismatch | Rescan document with good lighting |
| Deposit missing from bank but not seen | Pending transaction in bank | Check history |
| Transaction declined by limit | Personal limit active | Check responsible gaming section |
When games freeze frequently, the browser needs updating or the cache needs cleaning.
Documents that look fine on a small screen may still fail on a casino’s system due to low resolution.
A deposit that shows in your bank statement always appears after the processing delay, not instantly.
Limits that block a transaction often come from your own responsible gambling settings, not the casino.
Each problem here can usually be solved by the first check in the table.
If that check does not fix it, follow the full steps in the relevant section above.
Keep one document saved as a clean, coloured scan so you can re‑upload quickly if documents get rejected.