A completed deposit or bonus code entry can still leave the bonus screen showing no active offer or a zero spin counter. The usual cause is a mismatch between the code entered and the offer that was active at that moment, often combined with a payment that had not yet been confirmed.
Welcome bonus or free spins not credited
The player finishes a deposit or enters a code and the balance shows no bonus and no spins. Common causes include:
- The bonus code was typed with a space or a wrong character.
- The deposit was made without the code applied first.
- The payment was still pending when the bonus was checked.
- The account already held an active bonus that blocks a second one.
- The offer had already been claimed earlier on the same account.
What to do:
- Open the bonus section and note the exact name of the offer you tried to claim.
- Compare the code you entered with the one shown for that offer, character by character.
- Remove any spaces before or after the code and enter it again.
- Check that the deposit was completed and not left in a pending state.
- Confirm the payment method used is allowed for that offer.
- Look for an existing active bonus on the account and finish it first if one is present.
- Close the game or page and open the bonus section again to refresh the status.
- Note the time you claimed the offer and the amount deposited.
- If the spins are missing, open the eligible game once to see whether the counter updates.
- Take a screenshot of the bonus page showing the missing credit.
- Contact support with the offer name, the code used and the screenshot.
- Keep the deposit receipt ready in case support asks for proof of payment.
Contact support once the code matches, the deposit is confirmed and the bonus still does not appear.
Withdrawal pending longer than expected
The player sees a withdrawal marked as pending while the balance has already been reduced. Likely causes include:
- Account checks are still in progress before the payout is released.
- Bonus playthrough has not yet been completed on the funds involved.
- The payout method chosen needs a separate confirmation step.
- A recent deposit has not fully cleared on the payment side.
- Details on the account do not match the payment details used.
What to do:
- Open the transaction history and confirm the withdrawal status shown there.
- Check whether an active bonus still has playthrough remaining.
- Complete any account check request that appears in the account area.
- Confirm the payout method details are correct and complete.
- Make sure no second withdrawal is open at the same time.
- Review the Xtraspin bonus bonus conditions that apply to the funds you are withdrawing.
- Leave the pending request in place and avoid cancelling it, as a new request restarts the queue.
- Note the date the request was made and the amount.
- Wait for any account check to finish before sending a new request.
- Take a screenshot of the pending status in the transaction history.
- Contact support with the request date, amount and screenshot.
- Reply promptly to any document request sent by the support team.
Contact support if the status has not changed after the account checks and bonus conditions are satisfied.
Site or games not loading on a phone
The player opens the site on a phone and sees a blank page, a spinning loader or a game that stops mid-round. Likely causes include:
- A weak or unstable mobile connection.
- An outdated phone browser.
- Stored browser data conflicting with the site.
- A game that needs more memory than the phone has free.
- Background apps using the connection during play.
What to do:
- Switch between Wi-Fi and mobile data to test the connection.
- Update the phone browser to its latest version.
- Clear cache and cookies for the site in the browser settings.
- Close other apps running in the background.
- Restart the phone and open the site again.
- Try a different browser on the same phone.
- Disable any content blocker or private relay for the site.
- Open a single game instead of several games in different tabs.
- Free up storage space on the phone if it is nearly full.
- Test the same site on another device to see whether the issue follows the phone.
- Take a screenshot of any error message shown on the screen.
- Contact support with the phone model, browser name and screenshot.
Contact support if the site fails on a second browser and a stable connection while other sites load normally.
Deposit or withdrawal declined because of limits
The player submits a payment and sees a message that the amount is outside the allowed range for the account. Likely causes include:
- The amount is below the minimum accepted for that payment method.
- The amount is above the maximum allowed per transaction.
- The account has reached a daily or monthly limit.
- The payment method itself caps the amount.
- Account checks restrict payments until they are completed.
What to do:
- Check the amount entered and compare it with the range accepted for the chosen method.
- Adjust the amount to fit within that range and submit again.
- Split a large request into smaller amounts where the method allows it.
- Try a different payment method with a suitable range.
- Review the limit messages shown on the account for daily or monthly caps.
- Wait for the next period if a cap has been reached.
- Complete any pending account check that restricts payments.
- Confirm the payment details are correct and the method is active.
- Avoid repeating the same declined request many times in a row.
- Note the exact error message and the amount you tried.
- Contact support with the error message and the amount.
- Ask which range applies to your account so you can plan the next payment.
Contact support if an amount within the shown range is still declined after the account checks are complete.
A single habit prevents most of these problems: note the offer name, the code and the payment amount at the moment you claim a bonus, so any missing credit or declined payment can be traced without guesswork.