Spin Palace Deposit, Bonus, KYC and Withdrawal Problems Solved

You tapped confirm on a deposit and the bank confirmed the charge, but the balance still shows the old figure; that gap appears because the payment is still travelling between the bank and the casino. The same pattern shows up with bonuses, identity checks and withdrawals, and the cause sits in one unfinished step rather than the account itself.

A deposit that left the bank but never reached the balance

The player sees the payment marked as completed at the bank while the casino balance stays unchanged, sometimes for a while before anything moves.

• The payment was approved but the casino has not yet received the confirmation.
• The transfer was sent to an account or reference that does not match the player’s own.
• The deposit was made with a method the account holder has not used before.
• The payment provider has paused the transaction for a routine security check.
• An earlier bonus on the account requires a deposit to be claimed before it lands.

1. Log out and back in to refresh the balance display.
2. Open the banking history inside the account and find the deposit entry.
3. Compare the entry with the bank statement line by line.
4. Check that the name on the payment matches the name on the account.
5. If you used a card, confirm the payment was taken and not only held.
6. If the bank shows only a pending hold, wait for it to clear before acting further.
7. Take a screenshot of both the bank line and the casino history.
8. Write down the amount and the moment of the payment.
9. Repeat the login and refresh once more before raising anything.
10. Make sure no deposit notification is waiting in your email inbox.
11. Check whether a bonus on the account requires a deposit to activate.
12. If the entry never appears in the casino history, contact support.
13. Send the screenshots and the details you wrote down together.
14. Ask support to trace the payment with the provider.
15. Avoid sending a second deposit until the first is traced.
16. Keep the email thread open until the amount shows or is returned.
17. If the payment bounces back to the bank, it clears on the bank’s own schedule.
18. If the deposit shows on the balance but not the bank, tell support at once.
19. Keep the confirmation reference from support for your records.

Contact support once the payment is absent from the casino history and you have the bank proof in hand.

A missing welcome bonus or a set of free spins

Players often see a confirmed deposit and an empty bonus balance, with no free spins anywhere on the screen.

• The bonus code was never entered, or was typed with a spelling error.
• The deposit was made before the bonus was selected rather than after.
• The bonus offer does not apply to the method used for the payment.
• An earlier bonus on the account was still active and the new one could not stack.
• Some offers arrive through a message or a bonus page rather than automatically.

1. On Spin Palace, start with the bonus page inside your account and check whether the offer is listed as claimed or unused.

2. Re-enter the code in the bonus field with the exact spelling shown.
3. Look for a claim button you may have skipped.
4. Check the message inbox inside the account for an unopened offer.
5. Confirm the bonus is attached to the same deposit you made.
6. Make sure no older bonus is still running, because it can block a new one.
7. Add the deposit that meets the offer’s own condition if the first one fell below it.
8. Restart the session by logging out and back in.
9. Reopen the game and check the bonus balance again.
10. Take a screenshot of the empty bonus page and the deposit receipt.
11. Write down the code you used and the moment you entered it.
12. If the offer came with spins, open the named game to release them.
13. Check your email for a message with the bonus or spin code.
14. If the offer is tied to a promotion, open that page and claim from there.
15. Remove nothing from the account while waiting for the review.
16. Contact support with the screenshot, the code and the deposit receipt.
17. Ask support to confirm which condition the bonus was waiting for.
18. Keep playing only once the bonus shows in the balance.
19. Save the support answer for any later bonus you claim.

Contact support when the deposit meets the offer and the bonus is still absent after you have claimed it through the bonus page.

Identity checks that stall or documents that bounce back

The upload area shows a pending badge for a long stretch, or a document comes back with a rejection note instead of an approval.

• The document photo is blurred, cropped or shows glare across the text.
• Only one side of an identity document was sent.
• The name on the document differs slightly from the name on the account.
• The proof of address is older than the period the casino accepts.
• The file format or size falls outside what the upload form accepts.

1. Reopen the document section and read the rejection note in full.
2. Retake the photo in even light with the whole page visible and no glare.
3. Send both sides of the identity document if it has two.
4. Place the document flat on a plain surface before the photo.
5. Save the image in a format the upload form accepts.
6. Check that the name matches the account spelling letter for letter.
7. If a family name changed, include the supporting paper that links the two names.
8. For proof of address, use a recent bill or statement showing your name and address.
9. Make sure the address on the document is the one on the account.
10. Upload one file at a time so each is easy to identify.
11. Check that no edge of the document was cut off in the photo.
12. Submit the new file and note the moment it was sent.
13. Wait for the review to finish before sending more copies.
14. Look inside the account for a message asking for a different document.
15. Reply to that message with exactly the file requested.
16. Keep a copy of every file you upload.
17. Do not open a second verification request while one is running.
18. If a rejection repeats, ask what condition the file failed.
19. Contact support once two rounds of correct uploads have failed.

Contact support when the badge has not changed after a correct upload and the rejection note gives no clear reason.

A withdrawal that stays pending far longer than expected

The player sees the request marked as pending while the balance is already reduced, and the status does not move.

• The identity check is still open, which holds every withdrawal until it ends.
• An active bonus ties funds to playthrough that is not yet complete.
• The payout details do not match the name on the account.
• A security review has paused the request for extra checks.
• The request was cancelled earlier and a new one was never submitted.

1. Open the withdrawal history and read the status of the request.
2. Check the document section for an open identity review.
3. Look at the bonus balance for playthrough that is still unfinished.
4. Finish any required play before the payout can move.
5. Confirm the payout details carry the same name as the account.
6. Remove any detail that belongs to someone else.
7. Check the message inbox for a request from the review team.
8. Answer any such message with the file or detail named in it.
9. Take a screenshot of the pending status and the details.
10. Write down the moment you sent the request.
11. Avoid cancelling the request just to make it move faster.
12. If you already cancelled it, send a new one in full.
13. Log out and back in to see whether the status has updated.
14. Do not split the amount into several requests; keep one running.
15. Wait for the review to end before changing the payout details.
16. If a bonus is active, finish the play attached to it first.
17. Keep the balance untouched while the request is pending.
18. Contact support once the identity check is closed and the bonus cleared, yet the status stays pending.
19. Send the screenshot and the moment you wrote down with the message.
20. Keep the support thread open until the status changes or the funds return.

Contact support when every hold on the withdrawal is cleared and the request still has not moved.

Keep the name, address and payout details identical everywhere on the account; this single habit prevents most delays at the deposit, bonus and withdrawal stages.