You have just filled in the sign-up form on Spin Palace and tapped the button to create your account. If you did it before checking which bonus you selected and whether your details matched, you may see “bonus not credited” or a blank balance right away. The most common cause is a mismatch between the promo code entered and the offer that was active at that moment.

Welcome bonus or free spins missing after sign-up

You finish the sign-up, land in the lobby, and the welcome bonus or free spins are not on your balance. The most likely reasons are listed below, followed by what to do.

• The promo code was typed with a space or wrong letter.
• The bonus was not selected on the sign-up form.
• A previous account under the same details already claimed the offer.
• The first deposit was made before the bonus was attached.
• The bonus is pending manual review.

1. Open your account profile and go to the bonus section. Check whether the offer is listed as active, pending or missing.
2. If it is missing, note the exact code you entered during sign-up. Compare it letter by letter with the offer you intended to claim.
3. If the code is wrong, do not create a second account. Contact support with your username and the code you used.
4. If the bonus shows as pending, wait for the review to finish; it often clears without action.
5. Check your email inbox and spam folder for a message about the bonus. A confirmation may have been sent.
6. If you made a deposit before selecting the bonus, the deposit itself is usually fine, but the bonus may not attach automatically.
7. Use the live chat or contact form and state the sign-up date, username and code. Ask for the bonus to be added manually.
8. Avoid depositing again while the first bonus is unresolved. A second deposit can complicate the review.
9. If you used a welcome code that expired, ask support whether a current alternative exists.
10. Keep screenshots of the sign-up confirmation and any bonus message. They speed up the check.
11. Contact support when the bonus is still missing after a full review and you have provided the code and username. One message with all details is enough.

Identity verification stuck or documents rejected

You upload your ID and proof of address, but the status stays on “pending” or the document is marked “rejected” without a clear reason. The usual causes are listed below, followed by steps to fix them.

• The photo is blurry, cropped or has glare.
• The document is expired or the details do not match your account.
• A corner of the document is outside the frame.
• The file format is not accepted by the upload tool.
• The name on the document differs slightly from the name on the account.

1. Open the verification section and read the rejection note attached to each document. It often names the exact problem.
2. Retake the photo in bright, even light with the whole document visible and no flash glare.
3. Make sure all four corners and the text are sharp. Hold the phone steady or place it on a flat surface.
4. Check that the document is not expired and that the name matches the account exactly, including middle names.
5. Upload the file in the format the form accepts, such as JPG or PDF. Rename the file if it contains special characters.
6. If the address document is a bill, confirm it shows your name and address clearly and is recent.
7. Submit one document at a time and wait for the status to update before uploading the next.
8. When the upload fails, try a different browser or a desktop computer. Mobile uploads sometimes fail silently.
9. If you have a spin palace casino login, sign in and check the verification area again; statuses can lag behind the email.
10. Keep a copy of every document you send. You may need to resend the same file if the review restarts.
11. Contact support when a document is rejected twice for no clear reason or the status has not changed after a full review. A spin palace casino login is needed to see your case reference; include it in your message.

For any verification question, the support team at Spin Palace sign up can look up your case and tell you which document is missing. Have your username ready before you start the chat.

Site or games not loading properly on a phone

You open the site in your phone browser and the lobby is blank, games spin without starting, or the page freezes on the loading screen. The likely causes are below, followed by fixes.

• A weak or unstable mobile connection.
• An old browser version or too many open tabs.
• A cached page that conflicts with the current site.
• A game provider blocked by the mobile network.
• A phone setting that restricts background data or scripts.

1. Switch from mobile data to Wi-Fi, or the other way around, and reload the page. This quickly shows whether the network is the problem.
2. Close all other tabs and apps that use data, then open a fresh tab and load the site again.
3. Clear the browser cache and cookies for the site, then sign in again.
4. Update your phone browser to the latest version available for your device.
5. Turn off any data-saving or script-blocking mode for the site, then reload.
6. Try a different browser on the same phone. If the site works there, the first browser is the cause.
7. Restart the phone to clear temporary memory, then load one game only.
8. If only one game fails, note its name and try another game from the same provider.
9. Disable any VPN or proxy, as they can break game loading.
10. As a last check, try another device on the same network. If it works there, the issue is on your phone.
11. Contact support when the site fails on two browsers and two networks. Include the game name, phone model and browser version.

Deposit left the bank but not visible on the casino balance

Your bank shows the payment as completed, yet the casino balance does not change and the deposit history is empty. The usual causes are listed below, followed by what to do.

• The payment is still being processed between the bank and the casino.
• The deposit was sent to an old or incorrect payment reference.
• The casino account details do not match the payment sender.
• A security check is holding the deposit for review.
• The payment was made from an account not in your name.

1. Refresh the deposit history page after a short wait. Some payments show in the bank before they reach the casino.
2. Check that the payment reference matches the one shown in the cashier at the time of deposit.
3. Confirm that the sender name on the payment matches your casino account name.
4. Look for an email or on-site message about a security review of the deposit.
5. Do not send a second deposit to “replace” the missing one. This can double the amount in review.
6. Take a screenshot of the bank transaction showing the date, amount and reference.
7. Open the cashier and note the deposit method used, so support can trace it.
8. Contact support with the screenshot, username and method. Ask for a trace on the payment.
9. If support asks you to wait for a trace, keep the bank statement ready but do not send it twice.
10. Contact support again only when the trace result is due or the deposit remains missing after a full review. One clear message with all details is enough.

Quick Reference

The table below maps each common sign-up problem to its usual cause and the first check to perform.

A missing bonus is often fixed by matching the exact code to the offer shown in your profile. For KYC, the rejection note usually names the problem; a new photo solves most cases. Mobile loading issues clear fastest when you switch networks and clear the cache. Deposits that left the bank but are not on the balance need a trace, not a second deposit. Login problems after sign-up often come from browser autofill, so type the details by hand. In every case, one message with your username, screenshots and dates saves time for both you and support.

Before you tap sign up, use the same full name and address that appear on your ID and payment method, and enter any promo code exactly as shown. This single habit prevents most bonus, verification and deposit mismatches later.