When players switch to Spinbet from a casino they used before, the first complaint is often a deposit that shows as pending instead of landing in the balance. That mismatch usually comes from a payment confirmation still in progress, not from the account itself.

Withdrawal still pending after the request

The player sees a withdrawal marked as pending in the history for longer than the previous casino ever showed. Likely causes include the following.

• The identity check has not been completed, so the request is held.
• The payment method used for the deposit does not match the one chosen for the payout.
• A bonus that is still active carries play conditions that must be met first.
• The withdrawal amount sits above the threshold that triggers a manual review.
• Bank or wallet details were entered with a typo or an old account number.

Work through these steps in order.

1. Open the transaction history and note the exact status shown next to the request.
2. Compare the payout method with the method used for the deposit and change it if they differ.
3. Check whether any bonus remains active on the account and finish its play conditions first.
4. Confirm that identity verification is marked as complete, because a pending check blocks payout.
5. Re-enter the bank or wallet details and save them again, watching for spaces or missing digits.
6. Cancel the pending request only if you intend to resubmit it with corrected details.
7. Divide a large request into smaller ones if the amount appears to have triggered a manual review.
8. Keep the confirmation screens from each step in case support asks for them.
9. Wait for the review to finish before sending a second request for the same amount.
10. Return to the history after the review window and confirm the status has changed.

Contact support only when the status has not moved after the review period and all details are correct.

Login fails or the account is locked

The player types the password and sees a lock message or a failed attempt counter instead of the lobby. Likely causes include the following.

• Several wrong passwords were entered in a row and the account locked as a safeguard.
• Caps lock or an autocorrect keyboard changed the password on a phone browser.
• The username was typed with a different email than the one registered.
• A password manager filled an old password saved from another site.
• The account was restricted because verification documents are still outstanding.

Follow these steps.

1. Stop trying passwords, because each further attempt extends the lock.
2. Use the password reset link sent to the registered email address.
3. Type the new password by hand rather than pasting it, to avoid hidden characters.
4. Turn off autocorrect on the phone keyboard before entering credentials.
5. Try the login on a phone browser with a stable connection instead of a saved tab.
6. Clear the browser cache and cookies if the page keeps returning to the login form.
7. Confirm that the email address on the account is one you can still open.
8. Complete any outstanding identity check, because an unverified account can stay locked.
9. Write the new password down in a safe place so the lock does not repeat.
10. Wait for the reset email before requesting another one, to avoid invalidating the first link.

Contact support when the reset email never arrives or the lock remains after a successful reset.

Welcome bonus or free spins missing

The player finishes registration or a deposit and sees no bonus in the balance or the bonus section. Likely causes include the following.

• The bonus code was not entered before the deposit was confirmed.
• The deposit went to the account after the offer period had closed.
• An earlier bonus is still active, and only one offer can run at a time.
• The free spins were credited to a specific game the player has not opened.
• The minimum deposit condition for the offer was not met by the amount sent.

Use these steps to recover the offer.

1. Open the bonus section and look for an unclaimed or expired entry.
2. Check that the deposit was made after registration and not before.
3. Enter the code again on a fresh deposit only if the offer still allows it.
4. Finish or cancel any active bonus that is blocking the new one.
5. Look for the free spins inside the game they apply to, not only in the main balance.
6. Confirm the deposit amount met the condition stated for the offer.
7. Take a screenshot of the bonus section and the deposit record.
8. Contact Spinbet support with both images and the approximate time of the deposit.
9. Avoid making a second deposit for the same offer until support replies.
10. Keep the bonus confirmation email, as it shows the code and the conditions attached.

Contact support when the bonus section shows nothing and the deposit met every condition.

Identity verification stuck or documents rejected

The player uploads documents and sees the status remain on pending, or a rejection notice without a clear reason. Likely causes include the following.

• Photos were blurred, cropped or taken at an angle that hides the corners.
• The document has expired or the name does not match the account details.
• A proof of address shows a different address from the one registered.
• The file format or size falls outside what the upload form accepts.
• The document was sent before the account reached the stage that requires it.

Work through these steps.

1. Retake each photo in daylight, with all four corners visible and no glare.
2. Check that the name on the document matches the account name exactly.
3. Confirm the document has not expired before uploading it again.
4. Use a proof of address that shows the same address as the account profile.
5. Convert the file to a common image or PDF format if the upload fails.
6. Upload one document at a time and wait for each status to update.
7. Remove any covering, such as a finger or a case, from the document in the photo.
8. Keep the original files, because support may ask for them again.
9. Do not send the same document repeatedly while a review is open.
10. Note the date of each upload so you can describe the sequence to support.

Contact support when a rejection notice gives no reason or the pending status does not change after a fresh upload.

Use the same email address, name and payment details from the first deposit onward; most locked accounts, missing bonuses and stalled withdrawals come from a mismatch between those records.