«My free spins are not showing up» is the exact line many players see quoted in forums, and the usual cause is a bonus that was never attached to the account or a claim step left unfinished. The screens involved are quiet about what went wrong, so the checks below start with what the player can see.

Welcome bonus and free spins that never arrived

The balance looks the same as before the first deposit, and the bonus section shows nothing waiting to be claimed even though the player expected the welcome offer.

• The bonus was never selected or activated before the deposit was completed.
• The deposit was paid with a method or route that the welcome offer does not cover.
• The account already had another active bonus, and the welcome offer does not stack with it.
• The free spins sit inside the bonus area and need a separate claim tap.
• A promo code was typed with a typo or in the wrong field.

1. Open the account and go to the bonus or promotions area rather than the game screen.
2. Look for a pending or unclaimed bonus line before doing anything else.
3. Check the transaction history to see whether the qualifying deposit is recorded as completed.
4. Confirm that the free spins are shown as a separate item from the cash bonus.
5. Claim the spins with the offer button, then reload the game page so the counter updates.
6. Make sure no other bonus is active, because overlapping offers often block a new one.
7. If a code was required, retype it in the exact field the offer names.
8. Compare the deposit method used with the methods the welcome offer accepts.
9. Sign out and back in so the account refreshes its bonus state.
10. On a phone browser, clear the cached page data and reopen the account.
11. Keep a screenshot of the offer you claim, since it helps later if support needs proof.
12. Write to support only after the bonus area and transaction history both show no pending offer.

Contact support when the qualifying deposit is recorded, the terms were met, and the bonus still does not appear.

Players who prefer to claim offers from their phone often search for a Spinbet casino app, but the mobile site in the phone browser carries the same bonus section. An offer credited through spinbet-nz.co.nz/ is tied to the account where it was claimed, and support can see which offer was active at the time of the deposit.

A deposit left the bank but the balance stays empty

The bank statement shows the payment as sent, while the casino balance and history show nothing at all.

• The payment is still moving between the bank and the casino, so it has not landed yet.
• The deposit went to the wrong account, for example one opened with a different currency.
• The transaction failed on the provider side even though the bank reserved the money.
• The amount fell below or above what the payment route allows.
• The account is in a pending identity check that holds incoming funds.

1. Refresh the balance and the transaction history once, then close the page and reopen it.
2. Note the reference number from the bank statement; every follow-up needs it.
3. Check whether the bank lists the payment as completed or as still pending.
4. Confirm the deposit went to the same account and currency as the one now open.
5. Look in the history for a failed or reversed line, which explains a vanished balance.
6. Wait through the provider’s own window before assuming the money is lost.
7. Avoid sending a second deposit to «fix» the first, since it can double the confusion.
8. Check whether any identity request is open, because held accounts often pause deposits.
9. Capture the bank confirmation in one screenshot instead of several separate images.
10. Log out and in again from the phone browser to force a fresh balance load.
11. Gather the reference, amount and method used before writing to support.
12. Send one clear message with those details rather than several short ones.

Contact support once the bank marks the payment as completed and the history still shows no matching entry.

Declines caused by deposit or withdrawal limits

A message on screen says the amount is not allowed, or the withdrawal button simply refuses to continue.

• The amount is under the smallest or over the largest sum the route accepts.
• The account tier caps what can be taken out in one request.
• The remaining playthrough on a bonus keeps winnings locked until it is finished.
• The chosen payment route does not support the amount requested.
• Identity verification is incomplete, so withdrawals are held at a lower cap.

1. Reread the decline message and note whether it concerns a deposit or a withdrawal.
2. Adjust the amount by a small step and resubmit it to see if the limit was the issue.
3. Switch to a different payment route that fits the amount.
4. Finish any remaining bonus playthrough before requesting a payout.
5. Split a large withdrawal into smaller requests where the account tier allows it.
6. Check the account level shown in the profile, since higher tiers often lift caps.
7. Complete any open identity step before retrying the withdrawal.
8. Keep the balance in one currency to avoid conversion limits.
9. Make the request from the same account that made the deposit.
10. Save the exact error text for support rather than paraphrasing it.
11. Retry once after a fresh sign-in on the phone browser.
12. Stop repeating the request if each attempt fails the same way.

Contact support when the amount sits well inside the stated limits and the request is still refused.

Identity checks that stall or documents that come back rejected

The account shows verification pending for a long stretch, or an uploaded document returns marked as rejected.

• The photo is blurred, cropped at the edges, or has glare across a corner.
• The document has expired or shows a name that differs from the account.
• The proof of address is older than the period the check accepts.
• Only one side of a two-sided document was uploaded.
• The file type or size falls outside what the upload form takes.

1. Read the rejection note first; it usually names the exact problem.
2. Retake the photo in daylight, flat on a table, with all four corners visible.
3. Check that the name, number and expiry date are readable without zooming.
4. Upload front and back when the document has two sides.
5. Use a recent proof of address showing the same name and address as the account.
6. Convert files to a common image or document format before uploading.
7. Upload one document per request instead of bundling several into one file.
8. Make sure the account name matches the document exactly, including middle names.
9. Reopen the verification page after upload to confirm the file was received.
10. If the check stalls, log out and in from the phone browser before retrying.
11. Keep copies of everything sent so a resubmission uses the same files.
12. Avoid sending new documents while an older request is still open.

Contact support when a clean, readable document is rejected twice with no clear reason given.

Quick Reference

The table pairs each problem with the cause seen most often and the first check a player can do.

Most missing bonuses trace back to a claim step, so the bonus area comes first. Deposits usually sit with the payment provider, which means the bank reference is the tool that matters. Limit declines are simpler than they look, because the message names whether a deposit or a withdrawal route refused the amount. Identity checks fail mostly on image quality, so a plain retake in good light solves many cases. The table above is a starting order, not a verdict. When a check turns up nothing, the reference number and screenshots turn a vague complaint into a request support can act on.

A single habit prevents most of these issues: claim any offer before paying in and keep every payment reference and confirmation until the balance shows it.