Why is my withdrawal still pending, and why is the bonus missing? A withdrawal usually stays pending because the request is waiting in a queue or the account has not completed identity verification, and a missing bonus most often means the bonus code was never applied to the deposit.
Withdrawal requests that stay pending for longer than expected
The player sees the withdrawal listed as pending while the balance has already left the playable funds, and the amount does not move to the payout stage.
- Identity verification is still incomplete or a document was rejected.
- The withdrawal was requested before any active bonus conditions were met.
- Deposits made with a payment route that does not support payouts to the same destination.
- The payout details on the account do not match the player’s own name.
- A bonus still in play keeps the winnings tied to the pending request.
- Open the transaction history and note the exact status of the request, whether pending, approved or cancelled.
- Check the account profile for any message asking for a document or a correction.
- Compare the name on the payout method with the name registered on Spinbet.
- Upload a fresh copy of the identity document if an earlier one was rejected.
- Submit proof of address dated recently and showing the same name and address as the account.
- Finish any bonus play that still shows as active before requesting further payouts.
- Cancel the request only if the listed reason makes the payout impossible in its current form.
- Adjust the payout method to one that supports receiving funds.
- Submit a new request once the open conditions are met, rather than sending several requests at once.
- Keep the confirmation of the request, including the reference number and the status shown.
- Take screenshots of the transaction history for the player’s own records.
- Avoid making new deposits while a request is being reviewed.
- Check the email inbox tied to the account for requests from the payments team.
- Respond to any request for further documents in a single message with clear images.
- Contact support when the request stays pending with no open document request and no visible reason on the account.
A second pending request on Spinbet NZ does not speed up the first, so players should keep one active payout at a time.
Players should contact support once the request has passed the stated review window with no status change and no message explaining the hold.
Welcome bonus or free spins that never arrived
The player completes a first deposit and returns to the account with no bonus balance and no free spins.
- The bonus code was not entered at the deposit step.
- The minimum deposit amount for the offer was not reached.
- The free spins are tied to a specific game that was never opened.
- The deposit was made after an earlier deposit already used the welcome offer.
- The bonus was removed because a restricted game was played during the offer.
- Open the bonus section of the account and look for the offer with its status.
- Confirm whether the bonus shows as active, used or expired.
- Check that the deposit met the minimum amount required for the offer.
- Repeat the deposit step with the code entered before confirming the payment.
- Look for the bonus code field in the cashier instead of the promotions page.
- Activate the free spins from the bonus section if they appear as a separate reward.
- Open the game named in the offer so the spins attach to it.
- Review which games count towards the play conditions of the bonus.
- Avoid withdrawing funds while the bonus conditions are still open.
- Use a different welcome offer only if the player has never claimed the first one.
- Record the time and amount of the qualifying deposit.
- Note the name of the code used and the point where it was entered.
- Confirm the account email so bonus messages reach the player.
- Contact support with the deposit reference and the code used when the bonus still does not appear.
- Ask for the bonus to be added manually if the deposit clearly met the conditions.
- Do not claim a second welcome offer on the same account.
Players should contact support when the deposit met every stated condition and the bonus still does not appear in the account.
Login failures and accounts locked after failed attempts
The player types the password and sees an error, then finds the account locked after several tries.
- The password was typed with the wrong keyboard case or a stray space.
- A saved password in the browser is out of date after a change.
- The account was locked after repeated failed attempts.
- The email or username used does not match the registered one.
- A password reset was started but never completed.
- Pause before retrying, because each failed attempt can extend the lock.
- Type the password manually instead of using a saved one.
- Check the keyboard language and the caps lock state.
- Copy the password into a plain text field first to spot spaces.
- Use the password reset link rather than guessing again.
- Open the reset email from the registered inbox only.
- Set a new password that is not used on any other account.
- Complete the reset in the same browser session to avoid a stale link.
- Clear the saved login data for the site in the browser.
- Try a phone browser on a different network if the page keeps failing.
- Disable any browser extension that alters scripts on the page.
- Enter the username exactly as registered, including any characters added at signup.
- Wait for the lock period to pass before a fresh attempt.
- Note the exact error message shown at each attempt.
- Take a screenshot of the lock message for the support request.
- Contact support as soon as the account shows as locked and the reset email does not arrive.
Players who share a device should end the session fully, since a locked account can follow a stale login on the same browser.
Players should contact support when the account stays locked after the reset, or when no reset email reaches the registered inbox.
Verification documents stuck in review or rejected
The player uploads identity documents and sees them rejected or held without a clear answer, while the payout stays blocked.
- The photo of the document is blurred, cropped or shows glare.
- The document has expired or the name does not match the account.
- Parts of the document are covered by a finger or a light reflection.
- The proof of address is older than the period the site accepts.
- A selfie was submitted without the document beside the face.
- Retake the photo of the identity document in daylight on a flat surface.
- Keep all four corners visible and the text sharp.
- Match the name on the document exactly to the name on the account.
- Upload both sides of an identity card if the document has two sides.
- Use a recent proof of address with the same name and address.
- Crop the address document so the name, address and date remain visible.
- Remove any mask, hat or filter from the selfie.
- Hold the identity document next to the face for the selfie.
- Upload one clear file per label rather than a bundle.
- Submit the documents in a supported image or file format.
- Keep the original files, since the review may ask for the same document again.
- Write the account reference in the message sent with the upload.
- Check the inbox for a rejection note naming the specific document problem.
- Wait for the review to finish before sending the same document again.
- Contact support with the upload reference when a document is rejected twice with no stated reason.
- Ask for the exact problem with the document if the rejection message is unclear.
Never send documents through social media or direct messages to other players. Only the upload path inside the account reaches the verification team.
Players should contact support when a document is rejected more than twice and the account holder cannot see a reason.
Keeping the registered name, address and payout details identical across the account prevents most delays before they start, and completing verification before the first withdrawal request removes the usual bottleneck.