You tap the claim button for the welcome bonus and the screen stays the same, with no new balance or spin count. The most common cause is that the bonus code was not applied at registration or the deposit was made without the code attached.

Welcome bonus or free spins missing

Players often see the bonus page confirm the offer, but the balance or spin counter does not change after a qualifying deposit. The usual reasons are listed below.

• The bonus code was not entered during registration or deposit.
• The deposit was made before the bonus was selected.
• The account is not fully verified for bonus eligibility.
• A previous bonus is still active and blocks the new one.
• The deposit method used does not qualify for the offer.

1. Open the bonus section and check whether the offer shows as active or pending. If it is pending, the system may still be processing it.
2. Confirm that the welcome bonus was chosen before the deposit was sent. If not, the deposit may count as a standard deposit only.
3. Enter the bonus code again in the cashier area if the field is available. Codes are case-sensitive and extra spaces cause errors.
4. Complete any outstanding profile fields, such as name, address and phone number, because bonus eligibility often depends on a complete profile.
5. Check the active bonuses list. If another bonus is running, finish or cancel it before the welcome offer can attach.
6. Use a different deposit method that qualifies for the welcome offer, if the current method is excluded.
7. Restart the browser and log back in to refresh the bonus status. A stale session can hide a newly credited bonus.

Contact support if the bonus still does not appear after a full logout and login, and include the deposit reference and the bonus code used.

Mobile site and games not loading

On a phone, players see a blank screen, a spinning loader, or a game that closes back to the lobby. These failures are usually local to the browser or connection, not the account.

• Weak or unstable mobile data or Wi-Fi.
• An outdated or unsupported mobile browser.
• Browser cache and cookies conflicting with the site.
• Background apps using memory and data.
• Game files that did not finish loading.

1. Switch between Wi-Fi and mobile data to test whether the connection is the cause. If one works, the other network is the problem.
2. Update the mobile browser to its latest version. Older browsers may not run the site’s game scripts correctly.
3. Clear the browser cache and cookies for the site, then reload the page. This removes stored files that may be broken.
4. Close other open tabs and background apps to free memory and bandwidth.
5. Disable any ad blocker or script blocker for the site, as they can stop game loaders.
6. Try a different browser on the same phone to separate browser issues from network issues.
7. Rotate the phone to landscape and back, or reload the game directly from its lobby tile. Some games need a fresh load to start.
8. Restart the phone if the problem continues, then open the site again in a clean browser session.

Contact support if only one specific game fails on every browser and network, because that points to a game-side issue rather than the phone.

Login failures and account lock after wrong attempts

Players enter their credentials and see an error, and after several tries the account shows as locked. The lock is a security response to repeated failed logins, and the cause is often a simple credential mismatch.

• Wrong password or a recent password change not remembered.
• Wrong username or email address used at login.
• Caps Lock or a keyboard language set incorrectly.
• Saved password in the browser that is out of date.
• Multiple failed attempts triggering the lock.

1. Type the password manually instead of using autofill, and check that Caps Lock is off.
2. Confirm the exact username or email used at registration. Try the other one if the first fails.
3. Use the password recovery option on the login page and follow the steps sent to the registered email.
4. Check the spam or promotions folder for the recovery message if it does not appear in the inbox.
5. Wait for the lock period to pass if the account is locked, and then try the new password once.
6. Clear the browser’s saved password for the site before trying again, so an old credential is not submitted.
7. Log in from a single tab and avoid multiple rapid attempts, which can extend the lock.
8. Write down the new password in a safe place after a successful reset to prevent a repeat lock.

Contact support if the recovery email never arrives and the account remains locked, and be ready to confirm your identity.

KYC stuck or documents rejected

Players upload identity documents and the status stays on pending, or a rejection message appears without a clear reason. Most delays come from image quality or mismatched details.

• Blurry or cropped photos of documents.
• Expired documents or documents with visible damage.
• Name or address that does not match the account profile.
• Only one side of a two-sided document uploaded.
• File format or size not accepted by the upload form.

1. Retake photos in bright, even light with the whole document in frame and no glare.
2. Upload both sides of any document that has information on the back, such as an ID card.
3. Check that the name on the document matches the account name exactly, including middle names.
4. Use a recent proof of address that shows the same address as the profile.
5. Convert files to a common format like JPG or PDF if the upload form rejects the current file.
6. Submit each document once and avoid repeated uploads while a review is open, as duplicates can slow the process.
7. Keep a copy of every submitted document so you can compare if a rejection message appears.
8. Log in to extremegaming.ph after a rejection to see the specific reason and upload a corrected version.

Contact support if the status stays pending with no update and no rejection reason, and include the document type and upload date.

Quick Reference

The table below matches each common problem to its usual cause and the first check a player should make.

Most bonus issues start at the moment of deposit, so the first check is whether the offer was selected before the money was sent. Mobile problems are usually local, meaning a different browser often loads the site without changes to the account. Login locks are temporary security measures, and a single password reset is safer than repeated attempts. KYC reviews depend on document clarity, so a sharp, uncropped image prevents most rejections. The quick reference table is meant to point players to the right section, not to replace the detailed steps. Players who follow the first check for each problem avoid the most common repeat mistakes.

Keep your profile details and document photos saved and up to date before you claim any offer, because matching information prevents most bonus, login and verification problems.