You see the bonus screen showing an active offer, but your balance has not changed and the free spins are not there. The most common cause is that the qualifying deposit or first bet did not register as expected.

Welcome bonus or free spins missing after deposit

Your account shows the bonus as available, yet the extra funds or spins do not appear in your balance. This often happens because the deposit was made before the bonus was selected or the payment method does not qualify.

• The bonus was not selected in the cashier before the deposit was confirmed.
• The deposit was made with a payment method that is excluded from the offer.
• The minimum deposit amount for the promotion was not met.
• The welcome bonus was already claimed on another account using the same details.
• The free spins are tied to a specific game that you have not opened yet.

1. Open your bonus history page and confirm whether the offer shows as claimed or pending.
2. Check that you opted in to the promotion before sending the deposit.
3. Review the payment method you used and confirm it is allowed for the welcome offer.
4. Look at the deposit amount on your statement and compare it with the minimum required for the bonus.
5. If you used a different device, log out and log back in on the Lolajack casino site to refresh your balance.
6. Open the games linked to the free spins, because some offers only credit the spins when the game launches.
7. Clear your browser cache and reload the page if the bonus screen still shows the old state.
8. Confirm that the bonus was not credited to a different wallet, such as a separate bonus balance.
9. Check your email for a confirmation from Lolajack that the bonus was added.
10. If the promotion required a bonus code, re-enter it on the bonus page and save the changes.
11. Take a screenshot of the bonus screen and your deposit record before contacting support.

Contact support if the bonus remains missing after you have confirmed the deposit was eligible and the offer was selected.

Login fails or account locks after wrong attempts

You type your password and the screen returns an error or tells you the account is temporarily locked. This usually means too many failed attempts or a mismatch between the login details and the stored account.

• Incorrect password entered more than the allowed number of times.
• Caps Lock or keyboard language set incorrectly on the device.
• The email or username was typed with a typo or extra space.
• The account was locked for security after repeated failed logins.
• Browser cookies or saved passwords are outdated and submitting old credentials.

1. Stop trying to log in repeatedly, because each failed attempt extends the lock.
2. Use the password recovery link on the login page and follow the email instructions.
3. Type your email address manually instead of using autofill, and check for spaces.
4. Turn off Caps Lock and confirm the keyboard language matches your password characters.
5. Try logging in from a private browser window to rule out saved credentials.
6. Clear cookies and cache for the Lolajack site and reload the page.
7. Switch to another browser or a phone browser if the desktop login page keeps failing.
8. If you receive a reset email, open the newest link and set a new password you have not used before.
9. After a successful reset, log in once and note the exact email and password format.
10. If the account shows as locked, wait for the lock period to pass before trying again.
11. Do not create a second account, because duplicate accounts can cause further restrictions.

Contact support if you cannot receive the reset email or the lock does not clear after the stated period.

Withdrawal stays pending beyond the expected window

Your withdrawal request shows as pending in the history, and the funds have left your playable balance but not arrived. Most delays come from an incomplete verification or a payment detail that does not match your account name.

• Identity verification is not yet completed on the account.
• The withdrawal method does not match the deposit method or account holder name.
• A bonus is still active and has not been fully wagered.
• The request was made during a period when the payment provider is not processing.
• Additional security checks were triggered by a change of details.

1. Open the withdrawal history and note the exact status shown next to the request.
2. Check whether any bonus is still active, because an unwagered bonus can hold the withdrawal.
3. Confirm that the payout method is one you have used for a deposit and is in your own name.
4. Make sure your profile name matches the name on your payment account exactly.
5. Complete any outstanding verification step shown on your account page.
6. Look for an email from Lolajack requesting documents or confirmation.
7. If you changed your password or email recently, allow the security review to finish.
8. Do not submit a second withdrawal for the same amount, as duplicate requests slow the process.
9. Use the Lolajack official site to review the request rather than a saved bookmark that may be outdated.
10. Keep your deposit receipts ready in case support asks for proof of payment.
11. If the status has not changed after the review period, contact support with the request reference.

Play and withdraw through Lolajack official site so your account details and payment history stay in one place. Contact support if the status remains pending after you have completed every verification step and confirmed the bonus is cleared.

KYC verification stalls or documents are rejected

Your verification page shows a pending review, or you receive a message that a document was not accepted. Rejections usually come from poor image quality or details that do not match the account.

• Photos are blurry, cropped or have glare covering key details.
• The document is expired or the corners are cut off.
• The name on the document differs from the name on the account.
• The proof of address is older than the accepted period.
• A selfie was taken with a filter, hat or poor lighting.
• The file format or size is outside what the upload form accepts.

1. Open the verification section and read which document type is still outstanding.
2. Use a flat surface and natural light to photograph all four corners of the document.
3. Check that your full name, date of birth and photo are clearly visible.
4. Make sure the document has not expired before you upload it.
5. Upload the document in the format the form accepts, such as JPG or PDF.
6. For a selfie, remove hats and filters and hold the document next to your face.
7. Submit proof of address that shows your name and address clearly.
8. Confirm that the address on the document matches the address in your profile.
9. If a document was rejected, upload a new photo rather than the same file again.
10. Do not send documents by email unless support asks you to.
11. Wait for the review to complete before uploading duplicate files.
12. Keep the original files until verification is confirmed.

Contact support if a document you know is valid is rejected more than once or the review does not move forward.

Quick Reference

The table below pairs each common problem with its usual cause and the first thing to check.

A missing bonus usually comes down to the order of actions: select the offer, then deposit. Login locks are best handled by stopping attempts and using the reset link once. Pending withdrawals clear faster when verification is finished before the request is made. KYC rejections are almost always about image quality, so a clear, flat photo works better than a rushed one. The deposit row reminds you to check the history before assuming funds are lost. Keep your profile details identical across the account and payment methods to avoid repeat checks.

Before you deposit or request a withdrawal, open your profile and confirm that your name, address and verification status are complete and current.