My deposit is not showing in my balance, and the money already left my bank account. The most common cause is a pending or mismatched payment reference that the cashier has not linked to your account yet.

A deposit that left the bank but never reached the balance

The player sees a confirmed debit at the bank and no change in the casino balance, sometimes for hours.

• The payment is still pending on the provider side and has not been confirmed to the casino.
• The deposit reference or player ID was entered with a typo, so the credit cannot be matched.
• The payment was sent from a method or account name that is not the one registered on the player profile.
• A duplicate attempt was made after the first one appeared to fail, and only one is being processed.
• A bonus or promo code was attached but the deposit did not meet the bonus conditions, so it sits uncredited.

1. Stay on the cashier screen and refresh the page once the bank confirmation appears.
2. Copy the transaction reference from your banking history exactly as it is shown.
3. Compare the reference with the one in the deposit history inside your account.
4. Check whether the deposit was sent from an account or method that matches your registered profile.
5. Look for a second pending deposit that duplicates the first attempt.
6. Make sure the deposit was not sent with a Spinbet promo code that adds conditions you did not expect.
7. Note the amount and the time of the debit before you contact anyone.
8. Open the support chat and send the reference, amount and time in one message.
9. Keep the chat open while an agent matches the payment to your profile.
10. Avoid sending a second deposit while the first is still under review.
11. Save a screenshot of the cashier page as proof of what you saw.
12. Wait for the support reply before you contact your bank.
13. Ask the bank to trace the payment only if support confirms it never arrived.

Contact support as soon as the debit is confirmed and the balance stays empty after a page refresh, because only the cashier team can match a payment manually.

Login failures and a locked account after repeated attempts

The player sees an error on the login form or a message that the account is locked after several failed attempts.

Spinbet NZ accounts lock after a set number of wrong passwords as a safety step, so the lock itself is usually not a sign of a problem with the account.

• The password was typed with the wrong keyboard language or capitalisation.
• Autofill entered an old password that was changed earlier.
• The login email was entered with a typo or a different address than the registered one.
• The account was locked automatically after too many failed attempts.
• A leftover browser session or cached page is blocking a fresh login.

1. Stop retrying the same password, because each failed attempt can extend the lock.
2. Type the password manually in a fresh browser tab instead of using autofill.
3. Check that the email address matches the one on your player profile exactly.
4. Clear the browser cache and cookies, then reload the login page.
5. Use the password reset option and set a new password you have not used before.
6. Keep the new password in a place you can reach from your phone browser.
7. Try logging in through the phone browser rather than a saved shortcut.
8. Open a support chat with spinbet-nz.co.nz and ask for the lock to be lifted.
9. Give the agent your registered email and the time of the last login attempt.
10. Wait for the agent to confirm the unlock before you try again.
11. Log in once the agent confirms and change the password straight away.
12. Write the new password down so a repeat lock does not happen.

Contact support when the lock message stays after a password reset, since only the account team can unlock a profile manually.

Deposits and withdrawals declined by limits

The player sees a declined payment with a message that the amount is outside the allowed range.

• The amount is below the minimum or above the maximum the casino accepts for that payment route.
• The player profile level or account status carries a lower limit than the amount requested.
• The selected payment method has its own limit that the amount exceeds.
• Several requests were made close together, and the combined amount passes the limit.
• A bonus condition on the account restricts how much can be withdrawn at once.

1. Read the decline message and note which limit it names, a deposit or a withdrawal limit.
2. Check the amount against the range shown in the cashier for that payment route.
3. Split a large request into smaller amounts within the allowed range.
4. Choose a payment route whose limit fits the amount you need.
5. Wait for the earlier request to finish before you submit a new one.
6. Check whether an active bonus holds the withdrawal until its conditions are met.
7. Reduce the request to the highest amount the cashier accepts.
8. Submit the revised request and confirm the status shows as pending.
9. Note the message if the smaller amount is declined as well.
10. Ask support which limit applies to your profile level in a single message.
11. Keep the reply with the limit details for future requests.
12. Plan later deposits so they stay within the range shown to you.

Contact support when a request inside the shown range is still declined, because only the payments team can see the limit attached to your profile.

Verification that is stuck or documents that were rejected

The player sees a pending verification status or a rejection notice without a clear reason.

• The photo is blurred, cropped or taken at an angle that hides the corners.
• Glare or shadow covers the photo, the text or the security features of the document.
• The name or address does not match the details on the player profile.
• The document is expired or the page submitted is not the required one.
• The file was uploaded in a format the system does not accept.

1. Reopen the verification page and read which document type was requested.
2. Place the document on a flat surface in bright, even light.
3. Take the photo straight on so all four corners are inside the frame.
4. Keep your fingers out of the frame and avoid any reflection.
5. Make sure your name and address match the profile exactly, including spelling.
6. Submit a document that is still valid and shows the required page.
7. Upload one file per request instead of a single combined file.
8. Wait for the review to finish before you submit the same document again.
9. Check the verification status after the next login.
10. Write a short message to support if the status has not moved.
11. Attach a new copy of the document only when support asks for it.
12. Keep copies of everything you sent in a folder on your phone.

Contact support when a clear, valid document is rejected twice, since only the verification team can explain what is failing.

Most of these problems start with a detail that does not match the player profile, so register your real name, address and payment account once and keep every deposit sent from that same account.