You assume a pending withdrawal clears on its own, and you keep refreshing the cashier while the balance sits frozen. The most common cause is an unfinished identity check or a payment detail that does not match your account name.

Withdrawal still pending in the cashier

You open the cashier and see the request marked as pending, with the amount still deducted from your playable balance. At https://spinbet.net.nz/, a withdrawal can stay in that state when the account is not fully verified or when the payment details do not match.

• The identity check is incomplete or a document is still under review.
• The payout method details differ from the name on the account.
• Bonus funds are still active and the playthrough condition is not finished.
• A security review was triggered by a change of payment details or a new device.
• An earlier withdrawal request is still open and blocks the new one.

1. Open the cashier and note the exact status shown next to the request.
2. Compare the payout details with the name registered on your account.
3. Finish any open identity step before requesting the payout again.
4. Clear any active bonus by meeting its playthrough condition first.
5. Cancel a duplicate request if the cashier lets you withdraw only one at a time.
6. Wait for the security review to close before sending a new request.
7. Contact support with the request reference if the status has not moved after the review window shown in the cashier.

Contact support in one message with your request reference when the status stays unchanged after the review window the cashier displays.

Login blocked or account locked after failed attempts

You enter your details and see a message that the account is locked or that the password is wrong, even when you are sure of it. This usually follows several failed attempts in a row or a login from an unfamiliar device.

• The password was typed with a different keyboard layout or with caps lock on.
• Too many failed attempts triggered a temporary lock.
• The account is already signed in on another device.
• A password reset link expired before it was used.
• The email address on the account is no longer accessible.

1. Retype the password slowly with caps lock off and the correct keyboard layout.
2. Stop after a few failed tries so the lock does not extend.
3. Use the password reset option and open the link on the same device.
4. Sign out of any other session of the Spinbet casino before trying again.
5. Try the phone browser if the desktop browser keeps the old session.
6. Clear cookies for the site if the login page loops back to itself.
7. Contact support when the lock remains after the reset and the wait shown on screen.

Contact support with the email address on the account when the lock does not lift after the reset and the wait shown on screen.

Welcome bonus or free spins missing after deposit

You make a deposit and return to the lobby, but the bonus balance or the free spins are not there. The usual reason is that the bonus was not selected before the deposit or the deposit did not meet the condition attached to the offer.

• The bonus code was not entered or was entered after the deposit.
• The deposit was made with a method excluded from the offer.
• The minimum deposit for the offer was not reached.
• The bonus was already claimed on an earlier deposit.
• The account was not fully verified when the bonus was due.

1. Open the bonus section and check whether the offer still shows as available.
2. Confirm that the bonus was selected before you sent the deposit.
3. Check that the deposit amount met the condition stated for the offer.
4. Enter the code again only if the cashier still accepts it for that deposit.
5. Complete any open identity step, since some offers wait for it.
6. Refresh the lobby in the phone browser if the balance does not update.
7. Contact support with the deposit reference when the offer shows as claimed but nothing was credited.

Contact support with the deposit reference and the bonus name when the offer shows as claimed but no bonus or free spins arrived.

Identity check stuck or documents rejected

You upload a document and the status stays on review, or the file comes back rejected without a clear reason. Blurred images, expired documents and mismatched names cause most of these outcomes.

• The photo is blurry, cropped or has glare across the text.
• The document has expired or shows a corner cut off.
• The name on the document differs from the name on the account.
• The file format or size is not accepted by the upload form.
• A second document was requested and never sent.

1. Retake the photo in daylight with all four corners visible and no glare.
2. Use a document that is still valid on the day of the upload.
3. Match the name on the account to the name on the document exactly.
4. Upload one file at a time in the format the form accepts.
5. Send the second document if the review asked for it.
6. Keep the upload confirmation until the status changes.
7. Contact support with the reference of the rejected upload when the status does not change after the review period shown.

Contact support with the upload reference when a document is rejected and the reason given does not match what you sent.

Keep your registered name, payment details and identity documents consistent from the first deposit, and most of these checks clear without a second request.