A message saying your sign-in details are already in use on another device usually appears when a session on a phone or laptop was left open. The most common cause is background browser tabs or an old login that the player forgot to close.

Sign-in failures and locked accounts after wrong attempts

The player enters the correct password but sees an error or a locked-account notice and cannot reach the lobby.

• A session is still active on another browser or phone.
• Saved autofill details have an outdated password or a capital letter changed.
• Too many wrong attempts triggered a temporary safety lock.
• The email address was typed with a space or a different domain.
• Browser cookies or cached pages are holding old sign-in data.

1. Close every tab that shows Xtraspin and open one fresh window.
2. Sign out on any other phone, tablet or computer you used recently.
3. Type the email address by hand instead of using autofill.
4. Enter the password slowly and check that caps lock is off.
5. Clear the browser cache and cookies, then reload the page.
6. Try a second browser or a private window to rule out stored data.
7. Use the password reset link sent to your email if the password still fails.
8. Open the newest reset email only, since older links stop working.
9. Wait for the temporary lock to lift before trying again.
10. Turn off any password manager that may fill an old password.
11. Restart the phone or computer to end hidden background sessions.
12. Disable a VPN or proxy that changes your location between attempts.
13. Try signing in from a different network if the page keeps looping.
14. Note the exact error wording so you can describe it to support.

Contact support when the lock does not lift after waiting or the reset email never arrives.

Phone browser loading and game launch faults

Games stop at a blank screen, a spinning wheel or a page that loads without buttons on a phone.

• The mobile browser is outdated or does not support the game format.
• A weak or unstable connection drops the game data mid-load.
• Too many open tabs are using the phone’s memory.
• An ad blocker or privacy extension blocks game scripts.
• Cached files from an earlier visit clash with the current page.

1. Close all other tabs and reload the page in the phone browser.
2. Switch from mobile data to Wi-Fi, or the other way around.
3. Move closer to the router if the signal is weak.
4. Update the phone browser to its latest version.
5. Clear the browser cache and cookies for the site.
6. Turn off ad blockers or privacy extensions for this page.
7. Restart the phone to free memory.
8. Open the page in a private window to test without extensions.
9. Try a different browser if the first one keeps failing.
10. Disable a VPN that may slow the connection.
11. Load one game at a time instead of several in a row.
12. Rotate the phone to landscape if the game layout looks cut off.
13. Reopen the page after the browser finishes updating.

Contact support when a single game fails on every browser and network while other pages load normally.

Identity checks stuck or documents turned down

The verification screen stays on pending or returns a message that a document is not accepted.

• A photo is blurred, cropped or shows glare on the text.
• The document has expired or the corners are missing.
• The name on the document differs from the account name.
• Only one side of a two-sided document was uploaded.
• The file type or size falls outside what the form accepts.

1. Retake each photo in bright, even light without flash.
2. Place the document on a flat surface and capture all four corners.
3. Make sure every word and number is sharp when you zoom in.
4. Upload both sides when the document has information on the back.
5. Use the same spelling of your name as on the document.
6. Send a document that is still valid and not about to expire.
7. Save photos as a common image format before uploading.
8. Avoid screenshots of a document; photograph the original.
9. Upload one file at a time and wait for each confirmation.
10. Remove any password protection from the file.
11. Use https://xtraspin-uk.eu.com/ for the verification steps if the page is unclear.
12. Submit again only after fixing the exact issue named in the rejection.
13. Keep a copy of what you sent so support can compare it.

Contact support when a document is clearly readable and still rejected twice, or when the pending status does not change.

Welcome bonus and free spins missing after sign-up

The account is open but the bonus balance or free spins do not appear in the lobby.

• The bonus was not selected or confirmed during sign-up.
• A deposit was made without the bonus step being active.
• The promo code was typed with a space or wrong letter case.
• A welcome offer was already claimed on an earlier account.
• The player opened games before the bonus was added.

1. Sign out and back in to refresh the balance display.
2. Open the bonus section and look for an unclaimed or pending reward.
3. Check that the xtraspin bonus code was entered exactly, with no spaces.
4. Enter the xtraspin promo code again only if the form still offers it.
5. Confirm the deposit was completed and not left in a pending state.
6. Check the email inbox and spam folder for a bonus message.
7. Make sure no other account in your name already used the welcome offer.
8. Finish any profile fields the bonus step requires.
9. Reload the page and wait a moment before opening a game.
10. Try a different browser if the bonus page does not respond.
11. Keep a screenshot of the bonus confirmation screen.
12. Note the code you used and the time you entered it.
13. Send that information to support if the reward still does not show.

Contact support when the code was accepted but the reward never appears, and include the confirmation details.

Keep one browser session and one set of saved login details for Xtraspin, and close every other tab before you sign in or claim an offer.