You assume the Spin Palace bonus is missing because the offer never existed, yet the screen shows no bonus balance after you log in. The most common cause is an unfinished account step, such as an unconfirmed email or an identity check that has not cleared.
Login failures and locked accounts after failed attempts
Players often see an error message after several wrong passwords and then discover the account is temporarily locked. The causes usually sit with the credentials or the connection, not with the bonus itself.
- The password was typed with a different keyboard layout or with caps lock on.
- An old password is still saved in the browser’s autofill.
- Too many failed attempts in a row triggered a security lock.
- The email address used at registration has changed or is mistyped.
- The browser holds stale cookies from an earlier session.
- Close the tab and open a fresh one, then load the Spin Palace casino login page again.
- Type the password by hand instead of letting the browser fill it in.
- Check that caps lock is off and that the keyboard is set to the language you used at sign-up.
- Clear the cookies and cache for the site, then reload the page.
- Use the password recovery option and wait for the reset message in your inbox.
- Open the spam or promotions folder if the message does not appear in the main inbox.
- Try a different browser or the phone browser on mobile data to rule out a local network issue.
- If the account is locked, leave it alone for a while rather than repeating attempts.
- Write to support from the email address registered on the account and describe the exact error text.
Contact support when the reset message never arrives or when the lock remains after you have waited and tried a different connection.
Identity verification that is stuck or rejected
Players often see the account marked as pending or a note that a document was not accepted, which holds the bonus and any cashout in place. Spin Palace bonus handles these checks, and most rejections come from the quality of the upload rather than from the player’s details.
- The photo is blurred, cropped or taken at an angle.
- Glare or shadow hides part of the document.
- The document has expired or shows a corner folded over.
- The name on the document differs from the name on the account.
- A selfie was taken with a filter or in low light.
- Lay the document flat on a plain surface in daylight before you take the photo.
- Capture all four corners and both sides where the document has two sides.
- Check that no light reflects off the plastic or laminate.
- Save the images in a common format and keep each file below the size the upload form accepts.
- Take the selfie without a filter, with your face fully in the frame and the light in front of you.
- Upload the files again through the verification area of the account rather than by email.
- Make sure the name and address on the document match what you entered at registration.
- Wait for the review to finish before you send the same files again.
- Keep the original document at hand in case a second check is requested.
Contact support when the status has not changed after a full review period or when a rejection note does not explain what was wrong.
Withdrawals that stay pending longer than expected
The cashout screen shows a pending status, and the funds do not move to your payment method while the bonus remains attached to the balance. The cause is usually an unfinished condition or a queue that has not reached your request.
- The bonus play-through has not been completed, so the bonus part is still locked.
- Identity verification is still open on the account.
- A payment detail does not match the name on the account.
- The request was split, and only part of it is being processed.
- A security review was opened on the account after a change of details.
- Open the bonus section and check whether the play-through progress shows as complete.
- Finish any remaining requirement before you expect the cashout to move.
- Confirm that the verification status is cleared, since a pending check holds the request.
- Check that the payment method belongs to the same person as the account.
- Look at the withdrawal history to see whether the request is pending or was returned.
- Cancel a duplicate request if you submitted the same cashout twice by mistake.
- Avoid changing your password or payment details while a request is open.
- Keep the bonus funds in place until the request is processed, since play can void it.
- Note the reference number of the request so support can find it quickly.
Contact support when the request stays pending after the bonus conditions are met and verification is complete, or when it was returned without a reason.
Use one email address, one set of personal details and one payment method from the first day, and complete verification before you claim any offer; that single habit prevents most login, document and withdrawal problems.