You tapped the same spin button twice in a row out of impatience, and the second tap opened a fresh round instead of finishing the first, which is how a duplicate charge can appear on your statement. The most common cause is a slow mobile connection that swallowed the first tap and sent the request twice.

Welcome bonus and free spins not credited

The player finishes registration, makes the first deposit and still sees an empty bonus balance, while the deposit itself shows as confirmed.

• The deposit was made before the bonus code was entered.
• The payment method used is excluded from the welcome offer.
• A welcome bonus was already claimed on another account with the same details.
• The free spins are tied to a specific game that has not been opened yet.
• The bonus sits in a pending area until the deposit is fully confirmed.

1. Close the browser tab and sign in again so your balance reloads from the server.
2. Open the promotions area and check whether the offer shows as active or still available.
3. Enter the bonus code again on the deposit screen if the field is still empty.
4. Choose the bonus code before you confirm the payment, not after it.
5. Make sure the payment method you use is one the offer accepts.
6. Open the game listed for your free spins, because some spins only appear inside that game.
7. Finish any profile fields the bonus requires, such as your name and date of birth.
8. Log out of a second account on the same device, since one bonus per player applies.
9. Refresh the page once after a few minutes and look at the bonus balance again.
10. Take a screenshot of the offer and of your deposit confirmation.
11. Note the code you used and the exact time of the deposit.
12. Contact support with those details when the offer still shows as available after a fresh sign-in and a completed profile.

A deposit left the bank but not the casino balance

The bank statement shows the payment as completed, yet the balance on the account stays the same and the deposit history shows nothing.

• The payment is still travelling between the bank and the casino.
• The deposit was sent to a different account or a different currency.
• The payment was made while the session had expired.
• The transaction stayed pending because the payment provider needs extra confirmation.
• A second deposit attempt created a double charge while the first was still open.

1. Wait a few minutes and pull down to refresh the balance on your phone browser.
2. Sign out and sign back in to force a fresh balance request.
3. Open your transaction history and check for an entry marked pending.
4. Compare the account details on your bank receipt with the ones shown in the cashier.
5. Do not send the deposit a second time while the first is still pending.
6. Keep the bank confirmation, including the reference number.
7. Check that you used the currency of your casino account.
8. Look at any message the payment provider displayed before you confirmed.
9. Clear the browser cache if the page shows an old balance.
10. Try a small test deposit only after the first one appears or fails.
11. Write down the amount, the time and the reference from your bank.
12. Capture a screenshot of the bank statement line and the empty history.
13. Contact support when the bank shows the payment as completed and the history shows no matching entry, so the team can trace it.

Withdrawal pending longer than expected

The withdrawal appears in the history as pending, the balance already dropped, and no money has arrived at the bank.

• Account verification has not been finished yet.
• A bonus is still active and holds the winnings until its terms are met.
• The withdrawal request was made to a method that differs from the deposit.
• The request arrived outside the hours the payment team works.
• Several withdrawals were requested at once and only one is being handled.

1. Open the withdrawal history and confirm the status of the request.
2. Finish any document step shown on your profile, because pending checks block payouts.
3. Check whether an active bonus ties your winnings; clear it or finish its play first.
4. Cancel only duplicate requests, keeping the one you want processed.
5. Make sure the payout method matches the one used for deposits.
6. Confirm the amount is the same as the one in the request.
7. Use Spinbit app to review which verification steps still block your payout.
8. Sign in again from the phone browser to see the latest status.
9. Keep your phone and email reachable for a verification message.
10. Record the request time and the reference number shown in the history.
11. Check that your bank details on the profile are correct and complete.
12. Contact support when the status still shows as pending after verification is complete and no bonus is active.

Deposit or withdrawal declined because of limits

A message appears at the cashier saying the amount is outside the allowed range, and the transaction is refused before it starts.

• The amount is below the minimum or above the maximum the cashier accepts.
• Your account has a personal limit set earlier, such as a deposit cap.
• The payout would exceed a limit tied to your verification level.
• The chosen payment provider applies its own range for this type of transfer.
• The total movement for the day has reached the allowed number of transactions.

1. Read the exact message in the cashier and note which limit it names.
2. Compare your amount with the range shown next to the field.
3. Raise or lower the amount to fit inside the accepted range.
4. Open your account settings and look for personal limits you set yourself.
5. Adjust a personal limit in the settings if it is below what you want to send.
6. Spread a larger payout over separate requests if a daily cap applies.
7. Finish your verification level if the limit is tied to it.
8. Try the same amount with another method you already use.
9. Check whether a previous transaction today already used up the daily allowance.
10. Take a screenshot of the declined screen with the message visible.
11. Note the amount, method and time of the attempt.
12. Contact support when your amount fits the stated range and no personal limit is set, so the team can explain the block.

Do the smallest action first before repeating any payment: refresh once and read the message on screen. Most duplicate charges and stuck requests start when a player resends a transaction that was already being processed.