Spin Palace Login, KYC, Bonus and Phone Loading Fixes

A locked message sits where your password should go, and that lock is almost always the result of too many failed sign-in attempts in a row. The same pattern appears in document uploads that stay pending, bonus screens that show nothing, and game windows that freeze on a phone.

Sign-in refusals and locked accounts

You type your details, the screen refuses them, and after a few tries a lock notice replaces the form.

• Wrong password entered several times in a row.
• Caps lock on, or a keyboard layout that changes the characters.
• An email or username that was registered with a typo.
• Browser autofill inserting old credentials from another site.
• A security block triggered by an unusual location or device.

1. Stop trying the same password, because each failure may extend the lock.
2. Type the password by hand into a plain text field first to confirm it looks right.
3. Clear any autofilled credentials and enter your username or email fresh.
4. Turn off caps lock and check your keyboard layout before retrying.
5. Open the login form in a private window to rule out saved data.
6. Switch from Wi-Fi to mobile data, or the reverse, if the page keeps failing.
7. Use the password reset option and follow the message sent to your registered email.
8. Set a new password that you have not used on any other site.
9. Sign in once with the new password and let the session load fully.
10. If your account was registered through a different method, open the form that matches it.
11. Avoid signing in on public computers, since shared sessions can trigger blocks.

Contact support when the reset email never arrives or the lock notice remains after a successful reset.

Verification that stalls or documents that come back rejected

Your upload shows a pending status for a long time, or the same document returns with a rejection note you did not expect.

• A photo that is blurred, cropped or covered by glare.
• An expired document or one with visible damage.
• Details on the document that do not match your registered profile.
• A file format or size the upload field will not accept.
• Only one side of a two-sided document supplied.

1. Photograph the document on a flat, well-lit surface without flash.
2. Make sure all four corners and the entire text are visible.
3. Capture both sides when the document has information on the back.
4. Compare the name, date of birth and address with your profile and correct any mismatch.
5. Convert the file to a common image or PDF format if the upload fails.
6. Upload one document at a time rather than a batch.
7. Use the same profile tab where the request first appeared.
8. Send a proof of address that shows your name and current residence clearly.
9. Wait for a decision before sending a second copy of the same file.
10. Keep a copy of everything you submit in case a review asks for it again.

When a rejection notice names no reason, or a resubmission keeps failing, ask support to explain what is missing; the Spin Palace casino app handles the same checks as the desktop site, and Spin Palace app stores each upload in your profile history. Contact support when a document is rejected twice without a stated cause.

Welcome bonus and free spins that never appear

You finish registration or a deposit, return to the bonus screen, and the balance or spin counter still shows nothing.

• The bonus was never selected or activated before the deposit.
• A promo code was needed but left empty.
• The deposit was made with a method the offer does not cover.
• The bonus screen simply has not refreshed yet.
• A previous bonus on the account still has conditions attached.

1. Refresh the page and sign out, then sign back in to reload the balance.
2. Open the bonus section and check whether the offer sits there unclaimed.
3. Confirm you entered the promo code in the right field during the deposit.
4. Check that the deposit you made matches the one the offer expects.
5. Repeat the deposit flow with the bonus marked as active, if it was skipped.
6. Look at the spin counter inside the game itself, not only on the lobby screen.
7. Confirm that any earlier bonus has been played through or removed.
8. Try a second deposit only after the first one is confirmed on your statement.
9. Keep a note of the time and amount of the qualifying deposit.
10. Use a single browser tab so the bonus state does not split between sessions.
11. Check the email tied to your account for a confirmation that the offer was credited.

Contact support with the deposit reference when the offer still does not appear after a fresh sign-in.

Games and pages that fail to load on a phone

A game window stays blank, spins forever or closes itself while you play in the phone browser.

• A weak or unstable mobile connection.
• An outdated browser version that cannot render the game.
• Cached data or cookies that conflict with the session.
• Too many open tabs using the phone’s memory.
• A background browser setting that blocks scripts or pop-ups.

1. Switch between Wi-Fi and mobile data to see which connection holds.
2. Close every other tab and any background apps using data.
3. Clear the browser cache and cookies for the site.
4. Reload the page and sign in again.
5. Update the phone browser to its current version.
6. Allow scripts and pop-ups for the site in the browser settings.
7. Open games one at a time rather than launching several.
8. Try a different browser to find out whether the problem follows the app or the connection.
9. Restart the phone if pages keep stalling after these steps.
10. Lower the screen resolution or close the game if the phone heats up.
11. Test the site during a quieter hour if loading is slow only at peak times.

Contact support when a single game fails in every browser while the rest of the lobby loads normally.

Keep your registered details, password and document images consistent across every section of your profile, because a mismatch between them is what triggers most locks, rejections and missing bonuses.