You click the claim button and the screen returns you to the cashier with no bonus added, or the page simply freezes after you sign in. The most common cause is a missing or incomplete account detail that the system checks before it releases anything.

Welcome Bonus and Free Spins Missing After Claim

You see the deposit go through but the bonus balance stays at zero and no free spins appear.

• The bonus code was not entered or was mistyped during deposit.
• The deposit was made with a method excluded from the offer.
• An earlier bonus on the same account was never completed.
• Your account email or phone number is still unconfirmed.
• The bonus was claimed after the offer had already closed for new claims.

1. Open your account history and find the deposit linked to the claim.
2. Note the exact time shown on that transaction.
3. Return to the promotions page and open the offer you selected.
4. Look for any condition you may have missed, such as a minimum deposit.
5. Check that the bonus code matches letter for letter.
6. Confirm your email address from the link sent to your inbox.
7. Confirm your phone number with the code sent by text.
8. Sign out of the casino completely.
9. Wait a moment, then sign back in.
10. Open the cashier and look for a separate bonus balance.
11. If the bonus is there, open the game you want and check that the free spins load.
12. If nothing appears, take a screenshot of the transaction and the offer page.
13. Send both images to support with your username and the deposit reference.
14. Stop depositing more until you get a reply, so the bonus history stays clean.

Contact support when the deposit is confirmed, your details are complete and the bonus still does not appear.

Identity Check Stuck or Documents Turned Down

You upload a document and the status sits on pending for a long time, or it comes back marked as rejected without a clear reason.

• The photo is blurred, cropped or taken at an angle.
• A corner of the document is missing from the frame.
• The name on the document does not match the name on the account.
• The document has expired or is close to expiry.
• Light glare hides part of the text or the photo page.

1. Take a new photo in a room with even, bright light.
2. Place the document flat on a dark surface.
3. Fit all four corners inside the frame.
4. Hold the phone steady so the text stays sharp.
5. Check that no finger or shadow covers the details.
6. Compare the name and date of birth with your Spin Palace Casino account details.
7. Update any detail on the account that does not match the document.
8. Upload the front of the document first.
9. Upload the back only if the document has information there.
10. Add a proof of address that shows your name and current address.
11. Wait for the review to finish before sending the same file again.
12. If a file is rejected, read the reason and fix only that issue.
13. Open spin-palace.org on your phone browser, sign in and resend the corrected file from your account area.
14. Keep a copy of every file you send so you can track what was submitted.

Contact support when you have sent clean, matching documents and the status has not moved.

Deposit Gone From the Bank but Not in the Casino Balance

The bank shows the payment as completed, yet the casino balance is unchanged.

• The payment is still moving between the bank and the casino.
• The deposit was sent to an old payment reference.
• The bank placed the transaction on a manual review.
• The casino account was opened with different personal details than the bank account.
• The payment was made from a card or account that is not in your own name.

1. Note the exact amount and the time shown by your bank.
2. Sign in to the casino and open the transaction history.
3. Compare the two records side by side.
4. Refresh the cashier page once and wait a short while.
5. Check your email for a message about the deposit.
6. Check your spam folder for the same message.
7. Confirm that the deposit used the same currency as your casino account.
8. Confirm that the sender name matches the name on the casino account.
9. If the bank used a reference, compare it with the one shown in the cashier.
10. Do not send the deposit a second time while the first one is unresolved.
11. Gather the bank receipt or statement line for the payment.
12. Take a screenshot of the casino transaction history.
13. Send both files to support with the amount, time and reference.
14. Ask support to trace the payment and confirm whether it was received.
15. Keep the reply until the funds land in your balance.

Contact support when the bank confirms the payment left your account and the casino history still shows nothing.

Deposit or Withdrawal Declined by Account Limits

You try to move money and the screen blocks the action with a message about a limit.

• The amount is above the maximum allowed for a single transaction.
• The amount is below the minimum allowed for the method you chose.
• Your account has a self-set deposit limit that is lower than the amount.
• A cooling-off or exclusion period is active on the account.
• The withdrawal would leave a balance tied to an unfinished bonus.

1. Read the exact wording of the message on the screen.
2. Open your account settings and find the limits section.
3. Check for any deposit limit you set earlier.
4. Check for any loss limit or session limit that may affect the action.
5. Compare the amount you entered with the range allowed for that method.
6. Adjust the amount so it sits inside the allowed range.
7. If a bonus is active, finish its conditions before requesting a withdrawal.
8. Remove any unfinished bonus from the balance if the option exists.
9. Try the action again with the corrected amount.
10. If the block repeats, note the error wording exactly.
11. Take a screenshot of the message and the limits page.
12. Send both to support with the amount and the method you used.
13. Ask which specific limit caused the block.
14. Follow the reply and retry the transaction once the limit is cleared.

Contact support when the message names a limit you cannot see or change in your account.

Keep your account details, documents and payment methods in the same name, and finish any bonus conditions before you request a withdrawal; this single habit prevents most of the blocks described above.