Many players believe a saved password means the Spin Palace login will always open on the first try, and that belief shows up as a loop back to the sign-in box after every tap. The most common cause is a saved password typed in a browser that has since dropped the session cookies the casino relies on. A second assumption, that a payment always lands on the balance the moment the bank shows it as sent, produces the same kind of screen confusion, because a transfer can be complete on the bank side while the casino has not yet matched it to a player account.

Identity verification stuck or documents rejected

The player sends a passport photo or a utility bill and waits, while the account stays marked as unverified and the withdrawal button stays inert. Most rejections come from something fixable in the file itself rather than from the account.

• The photo is cropped so a corner, the photo page edge or the expiry date is missing.
• Glare, shadow or a finger covers part of the text.
• The name on the document differs from the name typed in the player profile.
• The address document is older than the casino accepts or shows a different address.
• The file is in a format the upload tool cannot read, or it is too large.

1. Place the document flat on a plain surface in daylight and photograph it from directly above. Keep all four corners inside the frame.
2. Open the picture on the phone or computer and zoom in. If you cannot read every line yourself, the reviewer cannot either.
3. Compare the spelling of your name and your address against the profile before uploading anything. One missing middle name causes a rejection.
4. Use a recent address document that matches the profile exactly, including the postal code format.
5. Upload one document at a time and wait for the status to change before adding the next.
6. Save each file in a standard image or PDF format and keep the size modest.
7. Close the browser tab only after the upload bar finishes; an interrupted upload leaves a partial file.
8. Return to the verification area later and read the status label instead of guessing from memory.
9. If a document is refused, note the reason shown and fix only that detail before resending. Resending the same file wastes a review cycle.
10. If two attempts have been refused with no clear reason, or the status has not moved at all, contact support in one message with the same files attached.

When the refusal message names a document type you do not hold, or the status sits unchanged through several working days, support can tell you what the SpinPalace checks actually require in your case. The www.spin-palace.org help route is the place to raise that, and it is worth including your account email and the exact wording of the refusal.

A deposit left the bank but not the casino balance

The bank statement shows the outgoing payment, yet the balance in the account has not moved and the deposit history is empty. In most cases the payment is sitting in an intermediate state while the reference is matched.

• The payment reference was not copied into the transfer, so the system cannot tie it to the account.
• A card payment was declined by the issuer after the bank released the hold.
• The player sent from a payment source that is not in their own name.
• A browser refresh during checkout created a second attempt that superseded the first.
• The transaction is still clearing between the bank and the payment provider.

1. Open the deposit history inside the account and write down what it shows: pending, failed or nothing at all.
2. Take a screenshot of the bank statement line, including the reference and the date.
3. Compare the reference in the bank entry with the one the casino generated at checkout. A mismatch explains the delay.
4. Stop retrying the deposit. A second payment while the first is pending creates two cases instead of one.
5. Confirm the payment method is registered in your own name, matching the profile.
6. Switch to the desktop browser if you deposited from the phone, then load the deposit history again.
7. Clear the browser cache and sign in once more, because a stale page can hide a completed deposit.
8. Give the payment a reasonable window to clear before taking further action; bank-to-provider transfers are not instant.
9. Keep the screenshot and the reference ready in case you need to prove the payment left your side.
10. Contact support with the reference, the screenshot and the deposit history status when the casino shows nothing after the payment has fully cleared at the bank.

Site or games failing to load on a phone

The page hangs on a blank screen, a game window stays black or the lobby loads without pictures. Phone browser trouble is almost always local to the device rather than to the account.

• The mobile connection is weak or switching between Wi-Fi and data.
• An ad blocker, privacy extension or private browsing mode is stripping scripts.
• An old cached version of the page is being served.
• The browser is out of date or an unsupported one is in use.
• Too many tabs and background processes are competing for memory.

1. Load the site in a normal browser tab, not inside a social app’s built-in viewer.
2. Turn off private or incognito mode, which discards the session data the lobby needs.
3. Disable ad blockers and tracking protection for the site, then reload.
4. Clear the browser cache and cookies for the site only, so your other logins stay intact.
5. Update the phone browser to its current version.
6. Switch from Wi-Fi to mobile data, or the reverse, and see whether the game window opens.
7. Close unused tabs and restart the browser before trying again.
8. Restart the phone itself; this clears memory held by other applications.
9. Try a single game rather than the whole lobby to see whether the problem is site-wide or one title.
10. Contact support with the phone model, the browser name and a description of the exact screen when the site fails on a second browser and a second connection.

Welcome bonus or free spins not credited

The player registers, deposits and expects the extra balance or the spins, but the balance shows only the deposit and the bonus area looks empty. The usual reason is a step in the claim that was skipped rather than a missing promotion.

• The bonus code was not entered at the right point in the deposit flow.
• The deposit was made before the bonus was selected.
• The player already holds an active bonus, and offers do not stack.
• The payment method used is excluded from the offer.
• The spins were credited to a specific game the player has not opened.

1. Open the bonus section and note whether the offer is listed as available, active or used.
2. Check whether a code was required for this particular offer and whether you typed it correctly.
3. Confirm the deposit that was meant to trigger the bonus actually completed.
4. Look for an active bonus already on the account; finish or clear it before claiming another.
5. Find the game tied to the free spins and open it once, since spins can sit inside that title.
6. Sign out and back in so the balance display refreshes.
7. Review the deposit method against the offer conditions, as some methods do not qualify.
8. Write down the offer name, the deposit reference and the time of the deposit.
9. Send one message to support with those three details rather than several separate messages.
10. Keep playing only with your own deposited funds while the claim is reviewed, so a dispute does not grow.
11. Contact support when the offer shows as used but nothing arrived, or when the deposit qualified and the bonus area still shows nothing after a fresh login.

Quick Reference

The table below lines up each problem with its most frequent cause and the first thing to check on your side.

A rejected document usually fails on one detail, so fixing that detail is faster than sending a new file type. A missing deposit is nearly always a matching problem, which is why the reference matters more than a second payment attempt. Mobile loading faults sit on the device, so a second browser and a second connection tell you where the fault lives. Bonus claims fail when steps are reordered, so the sequence of code, deposit and claim has to stay intact. The SpinPalace login loop and the Spin Palace login failure share the same fix, a clean session with no saved credential. Keeping one screenshot of every deposit and one clear photo of each document saves a support round trip later.

Before anything goes wrong, save the deposit reference and the bonus offer name in a note on your phone at the moment you complete the step; that single habit answers most support questions without a wait. For account questions, the spin palace casino support channel handles verification, missing payments and bonus claims, while a fresh browser session settles most sign-in problems on its own.