You tapped the deposit button twice because the first tap seemed to do nothing, and now the balance shows the deposit but no bonus. A duplicate or mismatched claim is the most common cause of a missing welcome reward.

Welcome bonus and free spins missing after sign-up

The account shows the deposit but the bonus balance or spin counter stays empty, or the spins appear greyed out. These are the usual reasons:

• The minimum deposit for the offer was not met, so the reward never triggered.
• The deposit was made before the bonus was selected or the code was entered.
• A duplicate account already claimed the same welcome offer.
• A payment route that does not qualify for the promotion was used.
• The free spins are tied to a specific game and show zero on other titles.

Work through these checks in order:

1. Open the promotions area and confirm the offer is still active and shows as claimed on the account.
2. Compare the deposit you made with the minimum the offer requires; a smaller amount often earns nothing.
3. Check that you entered the code, where one is needed, in the bonus field before confirming the payment.
4. Look at the transaction list to see whether the deposit and the bonus are listed as separate entries.
5. Switch to the game named in the offer and check the spin counter there rather than in the lobby.
6. Close the tab and sign in again through the website so the balance refreshes.
7. Clear the browser cache if the bonus area still shows old information.
8. Confirm the account holder details match the payment method used for the deposit.
9. Make sure no other account in the household has claimed the same welcome reward.
10. Check whether the deposit was reversed or cancelled before the bonus could attach.
11. Note the date and amount of the qualifying deposit so support can trace it quickly.
12. Contact support with that note if the reward has not appeared after your checks.

Contact support once you have confirmed the deposit met the offer and the reward is still absent, and include the deposit reference in your message.

Identity verification stuck or documents rejected

The verification screen keeps returning to the upload step, or a document is marked as rejected without a clear reason. The likely causes are:

• Blurred, cropped or glare-covered photos of the document.
• An expired ID or a document with a corner missing from the frame.
• The name on the document differs from the name on the account.
• A proof of address that is too old or shows a different address.
• Files sent in a format the upload form cannot accept.

1. Photograph the document on a flat, plain surface in good daylight.
2. Fit all four corners and both edges inside the frame without cropping.
3. Check that no light reflects off the photo page or laminate.
4. Confirm the document has not expired.
5. Use the same spelling of your name as on the account, including middle names.
6. Upload a proof of address that shows your current address and your full name.
7. Save each file in a common image or document format before uploading.
8. Upload one document at a time and wait for each to finish before starting the next.
9. Take a fresh selfie if asked, with your face fully visible and no filter.
10. Write the account email on any paper you photograph, if the form asks for it.
11. Repeat the upload only once; sending the same rejected file again rarely helps.
12. Contact support with the reference of the rejected document when a clear image is still refused.

Contact support when a sharp, valid document has been rejected more than once, so a person can review it.

Login failure or account locked after wrong attempts

The sign-in page returns an error or a message that the account is temporarily locked after several tries. Common causes:

• The password was typed with a capital letter or a trailing space.
• Too many failed attempts triggered an automatic lock on the account.
• The browser saved an old password and fills it in automatically.
• A password reset link was opened after it had already been used.
• The account details were changed and the old credentials no longer apply.

1. Type the password by hand into a blank field instead of using autofill.
2. Check that caps lock is off and remove any space at the end of the password.
3. Try the correct credentials once; repeated guesses extend the lock.
4. Use the password reset option and open the newest message only.
5. Set a new password you have not used on the account before.
6. Sign in again through the https://lootcasino-uk.org/ sign-in page in a fresh browser tab.
7. Clear cookies and cache for the site if the reset still loops back to the form.
8. Try a private browsing window to rule out a stored session conflict.
9. Turn off any password manager extension that may submit old details.
10. Confirm the email address on the account is one you can still access.
11. Wait out the lock period without further attempts before trying once more.
12. Check that the device clock and browser are up to date, as stale pages can fail silently.
13. Contact support when the reset message never arrives or the lock does not lift.

Contact support as soon as a reset email fails to arrive or the lock persists after the waiting period.

Withdrawal held in pending longer than expected

The withdrawal shows as pending while the balance stays reserved or the amount is unavailable to play. Usual reasons:

• Verification is not finished, so the payout is held until checks complete.
• Bonus funds are still in play and block part of the balance from withdrawal.
• A payment method in a different name from the account was used.
• The request was submitted before the deposit that funded it had settled.
• More than one withdrawal request is open on the account.

1. Open the withdrawal history and note the status of each request.
2. Complete any outstanding verification step shown on the account.
3. Finish or forfeit active bonus funds so the withdrawable balance clears.
4. Confirm the payout method belongs to the account holder.
5. Check that the deposit behind the balance has fully settled.
6. Cancel duplicate requests so only one payout is queued.
7. Make sure the payout details are complete and correctly formatted.
8. Avoid starting new bonus play while a withdrawal is pending.
9. Sign out and back in to refresh the status shown on screen.
10. Keep the confirmation of the request in case support needs the reference.
11. Note whether the status changes after verification, which often releases the hold.
12. Contact support when verification is complete and the request still sits pending.

Contact support once verification is finished and the request has not moved, and quote the withdrawal reference.

Quick Reference

This table maps each problem to its usual cause and the first thing worth checking.

Most bonus issues come down to the deposit not meeting the offer conditions or the code being skipped, so the deposit screen is the first place to look. Spins often exist but sit inside one game, which makes them look missing in the lobby. Verification holds are usually about image quality rather than the document itself. A lock after failed attempts clears with patience and a fresh password, not with more guesses. Pending withdrawals tend to resolve once verification finishes and bonus funds no longer block the balance. The login page is the one place where a stale saved session most often causes a loop.

Make one deposit at a time with the bonus selected before you confirm, and keep your document photos sharp, and most of these problems never start.