Most problems on the floor have a two-minute fix. Work through the section that matches your issue; if it’s still stuck, live chat answers in under 90 seconds around the clock and can see exactly what’s happening on your account.
Can’t log in
- Wrong password: use Forgot password on the login form. The reset link arrives within a minute and expires after one hour, so check spam if it doesn’t show up.
- Account locked: five failed attempts lock the account for 30 minutes as a security measure. Wait it out or ask live chat to unlock it after a quick identity check.
- “Account not available in your region”: a VPN or proxy can trigger this. Switch it off and try again.
- Time-out or self-exclusion active: the account stays closed until the period ends. This is by design and cannot be overridden.
Deposit not showing
- Refresh the balance by logging out and in again.
- Cards and e-wallets credit instantly. If not, check your bank app: a declined 3-D Secure step is the most common cause.
- Crypto needs network confirmations, usually about 10 minutes. Make sure you sent the right coin on the right network (USDT on ERC-20 and TRC-20 use different addresses).
- Still missing after 30 minutes? Send the transaction ID or a screenshot to live chat.
Withdrawal pending
| Status | What it means | What to do |
|---|---|---|
| Pending | Waiting for review, usually under 24 h | Nothing, it’s in the queue |
| Awaiting documents | KYC not complete | Upload ID, proof of address and payment proof |
| Approved | Sent to your payment provider | Allow provider processing time |
| Rejected | Details or wagering issue | Check the email we sent with the reason |
A withdrawal can also wait if an active bonus hasn’t been fully wagered. Your bonus progress bar under Account → Bonuses shows how much is left.
Games won’t load
- Update your browser. The latest Chrome, Safari, Firefox and Edge are all supported.
- Clear the cache and cookies for the site, then reload.
- Disable ad-blockers and aggressive privacy extensions for the site; they often block game providers’ servers.
- Check your connection. Live dealer tables need a stable 5 Mbps or more.
- If one specific game fails while others work, the provider may be under maintenance. Try again in 15 minutes.
Bonus not credited
The welcome package credits automatically on the first qualifying deposit of €10 or more. It won’t apply if a different promotion was already active, if the deposit was made with a method excluded from that offer, or if the promo was claimed on another account in the same household. Reloads and tournaments require opting in before you deposit or play.
Verification problems
Documents get rejected when they are blurry, cropped, expired or when the name doesn’t match the account. Photograph the whole document in daylight, with all four corners visible, and upload it as JPG, PNG or PDF under 5 MB.
Still stuck?
Contact support through live chat or at [email protected], and include your username, device and a screenshot of the error. Once you’re sorted, get back to the games, bonuses and tournaments on the SpinBoss homepage.