You tried to claim a bonus but the free spins did not show in your account, or a deposit left your bank yet the balance stayed the same. The most common cause is a mismatch between the bonus code you entered and the deposit method you used.
Welcome Bonus or Free Spins Not Credited
You see the deposit succeed in your bank statement but the bonus balance or free spins never arrive in your Spinbet Casino account.
- No bonus code was entered during the deposit.
- The deposit amount is below the minimum required for the offer.
- The payment method used is excluded from the promotion.
- A previous bonus is still active on your account.
- You already claimed the welcome offer on an older account.
- Log out of your Spinbet NZ account and log in again to refresh the balance.
- Go to the promotions page and confirm that the offer is still running.
- Check your email inbox and spam folder for a bonus confirmation message.
- Open the cashier and select the same deposit method you used; look for a bonus toggle or code field.
- If a code is required, note it exactly as shown on the promotion page — upper and lower case matter.
- Clear your browser cache and cookies, then repeat the deposit with the correct code.
- Wait up to a few minutes after the deposit; free spins often activate within that window.
- If nothing changes, contact support with your deposit ID, bonus name, and the exact time of the transaction.
Contact support only after you have completed all steps above and waited at least the time stated in the promotion terms.
Deposit Left Your Bank but Not on Casino Balance
Your bank shows a debit for the deposit, but the balance in your Spinbet Casino account did not increase.
- The transaction is still processing on the payment provider’s side.
- A technical glitch caused the deposit to be posted to an old or closed account.
- The deposit currency does not match the currency of your casino wallet.
- The deposit was declined by the casino due to a security filter, yet the bank has not reversed the hold.
- You deposited using a method that is not accepted for your country or region.
- Refresh the casino page and check the transaction history under the cashier section.
- Log out and back in to force a balance update.
- Look for a pending or unconfirmed deposit in the transaction log.
- Compare the deposit amount and currency with the allowed options listed in the cashier.
- If the bank shows a hold (not a final charge), wait several business days for it to expire.
- Take a screenshot of the bank statement showing the debit and the casino transaction log side by side.
- Contact support and provide both screenshots, your full name, and the deposit method used.
Contact support only after you have checked the transaction history and waited a reasonable period for the payment system to settle.
Identity Verification Is Stuck or Documents Rejected
You uploaded your ID or proof of address days ago, but the status remains “in review” or “rejected” with no clear reason.
- The document photo is blurry, cropped, or has reflections.
- The name on the document does not exactly match the name on your account.
- The proof of address is older than the allowed time period.
- The document type is not accepted for your country.
- The file size is too large or the format is not supported.
- Log in and go to the verification section of your profile.
- Check the rejection reason if one is shown; it often tells you exactly what is wrong.
- Take a new photo of your passport or driving licence against a dark background with no flash.
- For proof of address, use a recent utility bill or bank statement dated within the last three months.
- Ensure your full legal name matches exactly — including any middle names — on the document and the account.
- Convert the file to PNG or JPEG and keep it under 5 MB.
- If your account is with spinbet4.net/, you can upload the corrected documents directly through the same portal.
- Resubmit each document one at a time; wait for the status to update before sending another.
Contact support only if you have resubmitted twice and still receive a rejection with no specific reason.
Withdrawal Is Pending Longer Than Expected
You requested a withdrawal days ago and it still shows as “pending” or “in progress” with no movement.
- Your account has not completed the identity verification process.
- The withdrawal method you chose has a longer processing time.
- A bonus you used is still active or has unmet wagering requirements.
- The casino is running a manual check on your gameplay or deposit history.
- The withdrawal was sent to a payment method that is not verified on your account.
- Check your withdrawal history to see the current status and any notes placed on the request.
- Go to your profile and confirm that all verification documents are marked as approved.
- Look at the active bonuses tab; any unfinished wagering may pause all withdrawals.
- Review the withdrawal methods available — some methods are faster than others by design.
- Cancel the current withdrawal if permitted and re-select a method that shows a shorter expected time.
- Ensure the withdrawal amount falls within the minimum and maximum limits for that method.
- If the status changes to “failed” or “rejected”, contact support with the withdrawal ID to learn the exact reason.
Contact support only when the pending time exceeds the stated processing period for your chosen method.
Quick Reference
The table below lists each common problem, its usual cause, and the first thing to check.
| Problem | Usual Cause | First Check |
|---|---|---|
| Bonus not credited | Missing or wrong bonus code | Promotions page for the correct code |
| Deposit missing | Transaction still processing | Transaction history for pending status |
| Verification stuck | Blurry or expired document | Rejection reason in the profile |
| Withdrawal pending | Incomplete KYC | Verification status in the account |
| Login failed | Incorrect credentials | Browser cache and password reset |
The first check column is the fastest action you can take without contacting support. For bonus issues, the promotion page always shows the exact requirements. For missing deposits, waiting a short time often resolves the delay. For verification, a clear document of the correct type is the single factor that prevents most rejections. Withdrawal delays almost always trace back to incomplete KYC or active bonus conditions. Login problems are rarely about the Spinbet casino app — they usually come from saved old passwords or cookies. If the first check does not help, proceed to the full steps in the relevant section above.
One practical tip prevents most of these problems: complete your identity verification before you make your first deposit, so that bonuses land smoothly and withdrawals process without delays.
