Your bank shows the payment as taken, yet the balance on the casino screen still sits at the old figure, exactly where your previous casino would already have updated it. Most often the cause is that the notification from your payment provider has not reached the account yet, or the amount was sent from a source that does not match your own player profile.

Money left the bank but did not reach the balance

The player sees a completed payment on the banking side and a lower balance inside the account. This happens for a handful of reasons:

• The payment provider still has the transfer in its queue.
• The amount was sent from an account or wallet held under another person’s name.
• Your player profile details differ from the details registered with the payment source.
• The transaction was cancelled on the provider side after leaving your screen.
• Verification of the account is still open, which holds incoming credits.

Work through these steps at Spinbet casino before you raise a ticket:

1. Refresh the balance and wait a short while, because provider notifications can arrive after the bank message.
2. Confirm in your bank history that the payment is marked as completed and not merely authorised.
3. Take a screenshot that shows the amount, the reference and the timestamp of the transfer.
4. Compare the name on the payment source with the name on your player profile and fix any mismatch in the profile settings.
5. Make sure you did not send the amount from a joint account or a wallet registered to somebody else.
6. Complete any outstanding identity or address step in your account so credits are not held back.
7. Repeat only the failed amount, and only after you are sure the first transfer did not complete.
8. Keep the screenshots together, since they make the support conversation much shorter.

Contact support once you have the completed bank record and the profile is verified, because no manual credit can be traced without them.

A withdrawal stays pending past the moment you expected

The player requests a payout, sees it listed as pending, and the status does not change. The usual causes are:

• Identity checks are still being completed on the account.
• The welcome bonus or free spins conditions attached to the balance are not yet fulfilled.
• The payout was requested to a destination that differs from the one used for deposits.
• A second request is already open and blocks the newer one.
• The account was created with details that do not match the documents supplied.

Handle it in this order:

1. Open the withdrawal history and read the exact status shown next to the request.
2. Confirm that the payout destination belongs to you and matches your deposit history.
3. Finish every open verification step, since a pending check keeps the payout pending too.
4. Check whether bonus money is still part of your balance and whether its conditions have been met.
5. Leave any other open request alone, as two requests can slow each other down.
6. Cancel a request only when you intend to change the destination or the amount, then submit it once.
7. Save the status page and any messages you exchanged with support about the request.
8. Stay within the ordinary flow of your account, because changing the payment destination late is a common reason a payout is returned.

Contact support when the payout is still pending after every check above has passed, and include the request reference shown in your history.

Welcome bonus and free spins never appeared

The player registers, makes the first payment and finds no bonus or spins on the balance. Mostly this comes from:

• The payment was made before the bonus code or offer was confirmed.
• The first payment used a source that is excluded from the offer.
• The minimum needed for the offer was not reached.
• The offer was already claimed on a previous account under the same details.
• The spins were credited to a specific game and are not visible in the general balance.

These steps usually locate the problem:

1. Log out of Spinbet bonus and log back in, so the balance reloads from the account rather than from the page cache.
2. Open the bonus section of your account and check whether the offer is listed as claimed, active or missing.
3. Look through the game list for the title attached to the free spins, because spins often sit inside that game.
4. Re-check the amount of your first payment against the requirement of the offer.
5. Confirm that the deposit was made from a source in your own name.
6. Cancel nothing and start no new offer until you know which one is attached to your account.
7. Take a screenshot of the bonus section as it currently appears.
8. Write to support with your registration details and that screenshot, and ask which condition was not met.

Contact support as soon as the bonus is missing from the list altogether, since that points to a claim that never registered rather than a delay.

Before any payment, open your profile and compare the name, address and payment source with what you are about to use, then keep that one source for both deposits and payouts.