You finish a quick deposit before your morning coffee, but the balance still shows the old figure. This usually means the payment is still being confirmed or the casino has not yet matched it to your account.

Deposit left your bank but not showing on your balance

You see the money gone from your bank account, but your casino balance is unchanged, and no bonus has appeared. This happens when the payment is still in transit, the reference is missing, or a security check is holding it. On spin-palace.org, most deposit delays clear once the payment is matched to your username.

• The payment is still being processed by your bank or payment provider.
• The deposit was made without the required reference or from a different account name.
• A routine security review is checking the transaction.
• Your account has not yet completed identity verification.
• The payment method used is not supported for deposits.

1. Refresh the cashier page and wait a few minutes before trying again.
2. Check your bank statement to confirm the exact amount and reference.
3. Make sure the name on the payment account matches your casino account name.
4. Look for any message in the cashier or inbox about the deposit.
5. Complete any pending identity verification steps in your account.
6. Try a small test deposit using a different supported method.
7. Confirm that your payment method is allowed for deposits in your region.
8. Take a screenshot of the bank transaction and the casino balance.
9. Note the date and time of the deposit for your records.
10. Clear your browser cache and log in again to see if the balance updates.
11. If the deposit still does not appear after these steps, contact support with your screenshot and reference.

Contact support when you have the transaction reference and the deposit is still missing from your balance.

Identity verification stuck or documents rejected

You uploaded your documents, but the status still shows pending, or you received a rejection message without a clear reason. This often comes from unclear images or mismatched details.

• The document photo is blurry, cropped or shows glare.
• The name or address on the document differs from your casino profile.
• The document is expired or not an accepted type.
• Only part of the document is visible in the image.
• The file format or size is not supported by the upload tool.

1. Open your profile and find the verification section to see which document is pending.
2. Retake the photo in bright, even light with all four corners visible.
3. Make sure no flash reflection covers the text or your face.
4. Upload a clear photo of the front and back of your ID if required.
5. Check that the name on your profile matches the document exactly, including middle names.
6. If you use a proof of address, ensure it shows your full name and address clearly.
7. Upload the document again using a supported file type such as JPG or PDF.
8. Remove any covers or cases that hide part of the document.
9. Submit the new images and note the date you uploaded them.
10. Wait for the review to complete without uploading duplicate copies.
11. If the rejection continues, contact support and ask which specific detail failed.

Contact support when you have uploaded clear documents and the status has not changed after a reasonable wait.

Cannot log in or account locked after failed attempts

You type your password and see an error, or a message says your account is temporarily locked. This usually follows several wrong password entries or a browser issue.

• You are entering the wrong username or password.
• The account was locked after too many failed login attempts.
• Browser cookies or cached data are causing a login loop.
• You are using an old password saved by your browser.
• A security check has paused access to your account.

1. Type your username and password slowly, checking for extra spaces.
2. Use the show password option to confirm what you have typed.
3. Clear your browser cache and cookies, then try again.
4. Try logging in from a different browser or a private window.
5. Disable any password manager autofill for this site.
6. If you see a lock message, wait for the lock period to pass before retrying.
7. Use the password reset option if you cannot remember your password.
8. Check your email inbox and spam folder for the reset link.
9. Make sure your email account is accessible and not full.
10. After resetting, log in and update your password to something new.
11. If the lock persists, contact support and confirm your identity.

Contact support when you have tried a password reset and the account remains locked.

Withdrawal pending longer than expected

You requested a withdrawal, but the status still shows pending, and the money has not left your casino balance. This can happen when verification is incomplete or a bonus condition applies.

• Your identity verification is not yet complete.
• A bonus or promotion has not been fully played through.
• The withdrawal method does not match your deposit method.
• A security review is checking the request.
• The request was made during a busy period or on a weekend.

1. Open your withdrawal history and note the exact status and request time.
2. Check your profile to confirm that identity verification is complete.
3. Review any active bonus and confirm that its play conditions are met.
4. Make sure the withdrawal method matches the method you used to deposit.
5. Look for any message from the casino about additional documents.
6. Cancel and resubmit the request only if support advises it.
7. Take a screenshot of the pending withdrawal for your records.
8. Check your email for any request for further information.
9. Wait for the stated review period before contacting support.
10. If the status has not changed after that period, contact support with your screenshot.
11. Ask support to confirm whether any condition is blocking the withdrawal.

Contact support when the withdrawal status has not changed after the review period and all conditions appear met.

Quick Reference

The table below lists the common problems, their usual cause, and the first check to perform.

Most deposit issues clear once the payment reference matches your account and the cashier is refreshed. KYC delays usually come from image quality, so a clear photo with all corners visible speeds up the review. Login locks often resolve after clearing browser data or using a private window, because old cookies can cause repeated failures. Withdrawal delays are frequently tied to incomplete verification or bonus conditions that are easy to overlook. For each case, the first check in the table gives you a quick starting point before you contact support. Keeping screenshots of every transaction and request makes any support conversation faster and clearer.

Before you deposit or request a withdrawal, complete your identity verification and note the reference of every payment you make; this single habit prevents most of the delays described here.