Spin Palace Deposit, Bonus, Withdrawal and Verification Problems Solved

A deposit confirmation sits in your banking history while the balance on your screen still shows the old figure. The usual cause is that the payment has not yet been matched to your player account, often because the transfer carried no reference or the casino has not finished reviewing it.

Money left the bank but the casino balance stays the same

You see a completed payment in your banking page while the balance inside your account does not move. One or more of the following usually explains the gap.

• The transfer was sent without the reference that ties it to your account.
• The payment is still being confirmed between the bank and the casino.
• You paid from a card or account that is not registered in your name.
• The deposit was routed to an old account or a different player profile.
• A pending deposit was cancelled or reversed by the payment provider.

1. Take a screenshot of the completed payment in your banking page, including the reference and the amount.
2. Return to the cashier and refresh the balance before doing anything else.
3. Confirm that the money left your side and not just shows as reserved.
4. Check that the payment details you used match the ones saved on your player account.
5. Compare the reference on the transfer with the one the cashier gave you.
6. Close the browser tab and sign in again to rule out a stale balance display.
7. Look through your transaction history inside the account for an entry that matches the payment.
8. Repeat the same steps on the phone browser if you deposited from a mobile device.
9. Write down the payment reference, the amount and the time shown on your statement.
10. Send those details to support if the balance still has not changed after the payment has clearly settled.

Contact support once the payment is fully settled on your side and the account balance still does not reflect it.

Welcome bonus or free spins missing after sign-up

You finish registration or a first deposit and the bonus screen stays empty. The cause is usually a step in the offer flow that was skipped or a condition that was not met.

• The bonus was never activated or claimed in the cashier.
• The qualifying deposit was made before the offer was selected.
• A bonus code was typed with a typo or left blank.
• The offer had already been used on an earlier account.
• Some payment methods do not count towards the offer.

1. Open the bonus section of your account and look for the offer listed as available or pending.
2. Read the offer conditions attached to that bonus screen.
3. Check whether the bonus needs a code entered at the cashier before the deposit.
4. Confirm that the deposit that should have triggered the bonus was the one flagged for it.
5. Look at your transaction history to see if the bonus was added and then removed.
6. Check whether a free spin pack sits in the games section rather than the cashier.
7. If you deposited with a method excluded from the offer, the bonus will not attach.
8. Sign out and back in once to refresh the bonus status.
9. Note the offer name, the deposit reference and the time of the deposit.
10. Send those notes to support if the offer still shows as unclaimed or the bonus history is empty.

Contact support when the offer is still visible as available after a qualifying deposit and no bonus appears in your history.

A withdrawal stays pending beyond the expected window

Your withdrawal shows a pending status while the balance has already been reduced. Pending status usually means a review step has not finished, not that the money is lost.

• Identity verification is incomplete or still under review.
• The withdrawal was requested before a bonus condition was cleared.
• The payout details do not match your verified name.
• An earlier withdrawal is still being processed, blocking a second one.
• The account is under a routine security check.

1. Open the withdrawal history and note the exact status shown for the request.
2. Check whether any bonus is still active on the account and whether it affects the payout.
3. Confirm that your identity documents have been approved rather than submitted.
4. Compare the payout details with the name and address on your account.
5. Look for a message or notification asking you for something.
6. Check whether a previous withdrawal is still open.
7. Make sure you have not requested a second payout from the same balance.
8. Refresh the withdrawal page in the phone browser if you are on mobile data.
9. Avoid cancelling the request to try again unless support tells you to.
10. Collect the request reference, the amount and the date you submitted it.
11. Send that summary to support once the request has stayed pending well past the window stated when you submitted it.

Contact support when the request remains pending after every condition on your side has been met and no message explains the delay.

KYC documents stuck or rejected

The verification screen shows your upload as pending or rejected with a short reason. Most rejections come from unclear images or details that do not match the account.

• A photo is blurred, cropped or shows glare across the text.
• A corner or edge of the document is cut off in the frame.
• The name or address differs from what you entered at sign-up.
• The document has expired or is a copy rather than the original.
• Only one side of a two-sided document was sent.

1. Open the verification page and read the reason attached to the rejected item.
2. Compare the name and address on the document with your account details.
3. Lay the document flat on a plain surface in good light.
4. Capture the whole document, including all four corners and any edges.
5. Check that no reflection hides the photo, the text or the document number.
6. Send both sides when the document has information on each side.
7. Use the original document, not a scan of a copy.
8. Upload one file per item so nothing is merged or lost.
9. On a phone browser, hold the camera steady and avoid digital zoom.
10. Sign in to www.spin-palace.org and submit the new images through the same verification page so they attach to your existing case.

Contact support when a document is rejected without a clear reason or the same file keeps failing after a clean re-upload.

Quick Reference

The table below puts each problem beside its usual cause and the first thing worth checking.

Each row points to a single action you can take before asking anyone for help. A deposit case almost always turns on the reference, so keep it from the moment you pay. Bonus cases turn on the offer conditions, which decide whether a deposit counts. Withdrawal cases turn on status, because pending means a review and not a failure. Rejected documents are usually a photo problem rather than a real dispute about who you are. Login trouble is often a saved password that no longer matches, so retype it by hand.

One habit prevents most of these problems: use the same name, address and payment details everywhere, and keep each payment reference until the balance or withdrawal status has fully updated.