A login form that returns “invalid password” after several tries, or a bonus screen that stays empty after a deposit, is the signal most players meet first. In most cases the cause sits on the player’s side: a mistyped field, a bonus not switched on, or a document that has not been sent yet.
Locked out of the account or failed login attempts
The player types the password, gets a rejection, tries again, and after a few rounds the message changes to say the account is locked.
- Wrong password entered, often saved by the browser from an older account.
- Lockout triggered by several failed attempts in a row.
- Email address typed with a different spelling or an extra space.
- Keyboard language or caps lock changing the characters.
- A password changed on another device and not updated here.
- Stop retrying at once; each fresh attempt can extend the lockout.
- Type the email address by hand instead of letting the browser fill it.
- Check caps lock and the keyboard language before the next try.
- Use the password reset link sent to the email address on the account.
- Open the message on the same device and follow the link once.
- Set a new password that you have not used on any other site.
- Clear the saved password for Spinbet casino in the browser settings.
- Close the tab, open the phone browser again and sign in.
- Turn off any password manager autofill for this page.
- Try a second browser if the form still refuses the new password.
- A promo code such as a https://spinbet-nz.co.nz/ Spinbet promo code is entered after sign-in, not on the login form.
- Keep the lockout message on screen if you need to describe it.
- Note the exact wording of any error before you ask for help.
Contact support when the reset email never arrives and the lockout message persists after a full day.
Welcome bonus or free spins missing after sign-up
The player finishes registration or a deposit and opens the bonus page, but no welcome offer or free spins appear.
- The bonus was never selected before the deposit was confirmed.
- A promo code was typed with a typo or left out.
- The minimum deposit for the offer was not reached.
- An earlier bonus on the account was still active.
- Free spins tied to a specific game the player has not opened.
- Open the bonus page and look for the offer in a pending state.
- Retype the code from the offer page by hand, without spaces.
- Make sure the bonus box is ticked before you confirm a deposit.
- Check that the deposit amount meets the level the offer asks for.
- Finish or cancel any bonus that is still running on the account.
- Open the exact game named in the free spins offer.
- Refresh the page once, then reopen the bonus section.
- Keep a screenshot of the offer page as it looked when you signed up.
- Note the date and the amount of the qualifying deposit.
- Wait for the bonus to appear before you place any further bets.
- Do not start a second welcome offer on a duplicate account.
- Write down the code you used so support can trace it.
- Send the screenshot and the deposit details in one message.
Contact support when the code was accepted but nothing shows on the bonus page after a full session.
Deposit or withdrawal declined over limits
A payment screen returns a message that the amount is above or below the allowed range for the account.
- The amount sits outside the minimum or maximum set for the payment route.
- The withdrawal request is larger than the balance available for payout.
- Bonus funds are still tied to the account and cannot be withdrawn yet.
- The account has not completed identity checks, which hold payouts.
- A payment route chosen for the deposit is not the one used for the payout.
- Read the message in full; it names the limit that was hit.
- Split the request into amounts that sit inside the allowed range.
- Check the balance shown as withdrawable, not the total balance.
- Finish the bonus conditions before you request a payout of those funds.
- Use the same payment route for the withdrawal as for the deposit.
- Complete identity checks before you send a payout request.
- Remove any pending request and start a fresh one with the new amount.
- Keep the reference number of every declined request.
- Try the request again once the account status shows as clear.
- Avoid sending several requests in a row for the same funds.
- Note the route and the amount of each attempt.
- Send the references to support in a single message.
- Wait for a reply before you send another request.
Contact support when a request inside the allowed range is still declined with no reason shown.
Identity checks stuck or documents rejected
The upload page shows a document marked as rejected, or the account stays pending long after the files were sent.
- Photo edges cut off, so the full document is not visible.
- Glare, blur or a shadow across the text or the photo.
- A document type the player’s country does not accept for checks.
- Details on the document do not match the name on the account.
- Files sent in a format the upload form cannot read.
- Rejected does not mean banned; treat it as a request for a clearer copy.
- Place the document on a flat, well-lit surface before you photograph it.
- Include all four corners and every line of text in the frame.
- Turn off the flash and shoot from directly above the page.
- Photograph the original document, not a scan of a printout.
- Use the same name spelling as on the account profile.
- Upload one file per document, in a common image format.
- Check the file size against the limit shown on the upload page.
- Send the front and back of an ID card when both sides carry data.
- For a proof of address, use a document that shows your name and address.
- Wait for the review to close before you upload the same file again.
- Keep the confirmation shown after each upload.
- Name the document type and the rejection reason in your message.
Contact support when a clear copy of the requested document is rejected a second time.
Quick Reference
These are the first checks to run for the four problems above, in the order they usually pay off.
| Problem | Usual cause | First check |
|---|---|---|
| Account locked at login | Several failed password attempts | Use the reset link, then stop retrying |
| Bonus not credited | Offer not selected or code mistyped | Retype the code from the offer page |
| Payment declined | Amount outside the range for the route | Read the limit named in the message |
| KYC pending | Blurred or cropped document | Retake the photo on a flat, lit surface |
| Country of residence question | Profile details not matching documents | Compare the address on the account with the proof |
Most of these problems come from a mismatch between what the player entered and what the account holds. A browser that saves an old password is behind many lockouts, so turning off autofill removes that cause. Bonus offers fail more often because the box was not ticked than because the offer is unavailable. Payment limits depend on the route and the account status, so the same amount can pass one day and fail the next. Documents are usually rejected for image quality, not for their content, which makes a retake the fastest fix. When you write to support, one message with the reference numbers saves several rounds of replies.
Before you sign up or pay in, write the email address and the promo code exactly as you typed them, then keep that note until the first bonus and the first payout have both cleared.
