Typing your password into the login box and immediately pressing the Enter key is the small mistake that changed your last session: the screen now shows a locked account or failed sign-in message instead of your balance. The most common cause is a string of failed attempts, often from saved credentials that no longer match what the account expects.

When welcome bonus and free spins are missing from the balance

The player finishes registration, returns to the lobby and finds no spin counter and no bonus credit anywhere on screen.

• The bonus was never activated because the qualifying action was not finished.
• The first deposit was made while a different offer was selected.
• The promo code was typed with a space or a wrong character.
• The account details used at sign-up do not match the payment details.
• The wallet is set to a currency the offer does not cover.

1. Open the bonus section of your account and confirm whether an offer is sitting inactive rather than credited. An inactive entry means the system has it on file but never started it.
2. Compare the deposit you made with the offers that were live at that point. Only one welcome package can attach to a first deposit, so a different selection replaces the expected one.
3. Retype the code by hand if the offer required one, clearing any autofill text. Spaces and stray characters are the usual reason a valid code is not recognised.
4. Check that the name, address and birth date on the profile match what you entered with the payment provider. Mismatches hold the credit back until the profile is consistent.
5. Fill any missing profile fields the offer depends on, save the changes, then reload the lobby page in the browser. The spin counter appears once the account returns a complete profile.

Contact support when the offer is listed as active but the spins or credit still do not show after a full reload.

Identity verification that stays pending or returns rejected documents

The verification screen shows a pending status that never moves forward, or a message that a document could not be accepted.

• Photos are blurred, cropped at the corners or caught in glare.
• Only one side of a two-sided document was uploaded.
• The document has expired or its details differ from the profile.
• A selfie was taken with the face partly covered or with a document held too far away.
• The upload finished on a weak connection and the file is incomplete.

1. Open the verification area and read which document type is still outstanding. A single missing item can hold the whole check.
2. Lay the document on a plain, dark surface and photograph it in daylight with all four corners visible. Flat lighting removes glare without extra tools.
3. Upload both sides when the document has two, as separate images if the form asks for them.
4. Take the selfie at arm’s length with your face uncovered and the document readable beside it.
5. Use the phone browser on a stable connection and wait for the upload bar to finish before closing the tab. Leaving early leaves a partial file that fails later.
6. Resubmit only the rejected document rather than sending the whole set again. Duplicate submissions slow the queue instead of helping.

Contact support when the same clear document is rejected more than once or the status has not changed for several days.

Sign-in failures and accounts locked after wrong passwords

The login page keeps returning an error, or a message explains that the account is temporarily locked after too many attempts.

• Saved credentials in the browser still hold an old password.
• Caps Lock or a different keyboard layout changed what was typed.
• The email used at sign-in differs from the one on the profile.
• Several failed attempts in a row triggered the lock.
• Cookies or cached data keep sending the previous session state.

1. Stop trying new passwords on the same page. Each failed attempt adds to the lock, so a pause does the work for you.
2. Retype the password by hand in a plain text field first, so you can see what the keyboard produces, then paste it into the form.
3. Use the password reset on visit site and set a new password through the link sent to your registered email.
4. Clear cookies and cache for the site, or open a private browser window, before signing in again. A stale session can imitate a wrong password.
5. Turn off the password manager autofill for this page and sign in manually once. Saved entries are a frequent source of silent mismatches in the field.
6. Try the phone browser on mobile data if the desktop connection keeps failing. A different network path shows whether the problem sits with the connection.

Repeated failed attempts can extend the lock each time you retry, so wait before the next try. Contact support when the reset link never arrives or the lock remains after a fresh password.

Quick Reference

The table maps each symptom to its usual cause and the first thing worth checking.

Missing spins and missing bonus credit usually share one root: an action that was never completed, such as a code left blank or a profile field empty. A rejected document is rarely a decision about the player; it points to a photo problem or an outdated document. Locks are self-inflicted in most cases, built up by retrying the same wrong password instead of pausing. The inactive-offer entry is the quickest signal that the system knows about your bonus but never started it. Document checks go faster when both sides are sent in one session and the upload finishes fully. A fresh password typed by hand clears two of these problems at once: the failed login and the stale saved credential.

Keep your profile details and your payment details identical from the first deposit onward, and never let a browser save a password you have since changed; this one habit removes most bonus and login problems before they start.