On the train to work you open your account and the free spins you claimed last night are nowhere on screen, which most often means the bonus was tied to a deposit or code that never matched. A locked account on a Sunday evening usually comes from repeated wrong passwords, and a game that freezes mid-spin on your phone is normally a browser memory issue rather than a broken account.

Welcome bonus and free spins missing

The player sees the balance unchanged while the bonus section shows nothing, even though the welcome offer was accepted.

• The minimum deposit for the offer was not reached.
• A bonus code was left out or typed with a space or wrong case.
• The deposit was made after the offer had already been used once.
• Free spins were credited to a specific game, not the whole lobby.
• An earlier bonus was still active, so the new one could not attach.

1. Return to the promotions area and open the welcome offer you accepted.
2. Read what the offer requires before it pays out, such as a minimum deposit.
3. Compare that amount with the deposit you actually made.
4. Check whether a code was needed and whether you entered it in the right field.
5. Look at the bonus history in your account and note the status of each entry.
6. Open the game named in the offer, because spins often sit inside one title.
7. Refresh the page once and sign in again to reload the balance.
8. Clear the browser cache if the balance still looks wrong.
9. Finish or cancel any older bonus that is still running before claiming again.
10. Make a new deposit only after the older offer is closed.
11. Keep a screenshot of the offer text and your deposit record.
12. Contact support with those screenshots if the bonus stays missing for more than one session.

Get in touch with support once you have proof of a qualifying deposit and the bonus still does not appear.

Login blocked or account locked

The sign-in screen returns an error or a lock message even though the player is sure the details are right.

• Too many failed attempts triggered a temporary lock.
• The password was changed on another device and not updated here.
• Autofill is entering an old saved password.
• The email address has a typo or an extra space.
• The account is suspended pending a check on activity.

1. Stop retrying at once, because each failed attempt extends the lock.
2. Type the password by hand instead of letting the browser fill it in.
3. Check that the email field has no leading or trailing space.
4. Use the password reset link sent to the email on the account.
5. Open the link on the same device where you play.
6. Set a new password you have not used elsewhere.
7. Sign in through the usual Royal Vegas casino login page rather than a saved bookmark.
8. If the lock message remains, wait before trying again so the counter resets.
9. Try a private browser window to rule out old cookies.
10. Note the exact wording of the error for support.
11. Reach out to support when the account stays locked after a reset of the password, and sign in through Royal Vegas casino only once access returns.

Contact support as soon as a password reset does not lift the lock.

KYC stuck or documents rejected

The verification page shows a pending status for a long stretch, or a document is marked as rejected with no clear reason.

• The photo is blurred, cropped or shows glare.
• A corner of the document is outside the frame.
• The name on the document does not match the account name.
• The document has expired.
• A proof of address is older than the period the operator accepts.

1. Open the verification section and read which document was rejected.
2. Take a new photo in daylight with the whole document inside the frame.
3. Keep your fingers off the text and avoid flash reflections.
4. Check that the name and spelling match your account exactly.
5. Confirm the document has not expired.
6. Use a proof of address that shows your name and full address clearly.
7. Upload one document at a time and wait for each result.
8. Save the files in a common format rather than a compressed archive.
9. Rename files simply, without special characters.
10. Retry on a desktop browser if the mobile upload fails.
11. Check the spam folder for messages about your documents.
12. Message support if a clear, valid document is rejected twice.

Write to support once a good-quality document has been refused a second time.

Games or pages fail on a phone browser

A game loads halfway, spins without sound, or the lobby freezes while the player is on mobile data.

• The browser is out of date or an old version is cached.
• Too many tabs are open and memory is short.
• The connection drops or switches between Wi-Fi and mobile data.
• An ad blocker or privacy extension is blocking game scripts.
• The game needs a larger screen area than the current view.

1. Close every other tab before opening the casino.
2. Update the phone browser to its current version.
3. Clear cache and cookies for the site.
4. Turn off ad blockers and privacy extensions for this page.
5. Switch to a stable Wi-Fi network and retry.
6. Reload the page once rather than tapping the game repeatedly.
7. Open the game in landscape orientation if the layout looks cut off.
8. Try a different browser on the same phone to compare.
9. Restart the phone if games keep crashing.
10. Free up storage space, since a full device slows loading.
11. Contact support if one specific game fails on every browser while others work.

Reach out to support when a single game fails on two different browsers and a stable connection.

Keep your account details, deposit records and a clear photo of your ID ready before you start a session, and most of these blocks resolve on the first try.