You tapped the bonus code after a long session and the screen showed no change, which left your balance flat. That usually happens because the code was entered after the bonus window closed. The sections below walk through the most common bonus and account problems and what you can do about each one.
Pending withdrawals that take longer than expected
You see a withdrawal marked as pending in your account history, and the balance has not moved to your chosen payment method. Several issues can hold up the process.
- The bonus wagering requirements are not yet met.
- Your identity documents are still under review.
- The withdrawal request is larger than what your account status allows.
- You used a payment method that does not match your verified name.
- There is a duplicate or conflicting withdrawal request already open.
- Open your account history and confirm the withdrawal status.
- Check whether an active bonus still has wagering left; play through it first.
- Complete any outstanding verification steps before requesting again.
- Make sure your payment method details match your registered name exactly.
- Cancel any duplicate withdrawal requests so only one is active.
- Review the bonus terms attached to your pending withdrawal; some bonuses require you to claim the withdrawal after meeting the conditions.
- Wait for the review period to pass; most requests clear once the checks are done.
- If the status still shows pending after the stated review window, note the reference number.
- Keep screenshots of your withdrawal confirmation and account history.
- Contact support with the reference number and the date you submitted the request. If you need the correct contact route, the help page at Xtraspin bonus lists the support channels.
Contact support if the withdrawal remains pending after the review period stated in your bonus terms and you have met all conditions.
Welcome bonus or free spins not credited
You finished registration or made a deposit, but the welcome bonus or free spins do not appear in your bonus balance. The cause is often a missed step in the claim process.
- The bonus code was not entered before the deposit.
- The deposit was made with a method that does not qualify for the offer.
- The welcome bonus was already claimed on an earlier account.
- The free spins are tied to a specific game that you have not opened yet.
- The bonus window expired before you completed the qualifying action.
- Log in and open the bonuses section of your account.
- Check whether the welcome bonus appears as active or expired.
- Confirm that you entered the bonus code in the correct field before depositing.
- Look at the free spins section; some spins only appear after you open the named game.
- Make sure your deposit method is listed as eligible for the offer.
- If you have another account, note that welcome offers are limited to one per player.
- Complete any profile fields that were left blank during registration.
- Try opening the game tied to the free spins directly from the bonus page.
- If the bonus still does not appear, note the date and amount of your qualifying deposit.
- Contact support with those details and ask for a manual review of the bonus claim.
Contact support if the bonus or free spins are still missing after you have confirmed the code, deposit method and game eligibility.
Identity verification stuck or documents rejected
Your account shows verification as pending, or a document you uploaded was rejected without a clear reason. Verification problems usually come from image quality or mismatched details.
- The document photo is blurry, cropped or has glare.
- The name on the document does not match your account name.
- The document is expired or a type that is not accepted.
- You uploaded a screenshot instead of a photo of the original document.
- Part of the document is covered by your fingers or an object.
- Check the verification status in your account settings.
- Re-upload each document as a clear colour photo of the full page.
- Make sure all four corners of the document are visible.
- Avoid flash glare and shadows across the text.
- Confirm that your account name matches the document exactly, including middle names.
- Use a document that is currently valid and not expired.
- Upload separate files for the front and back if the document has two sides.
- For proof of address, use a document that shows your name and address clearly.
- If a document was rejected, check for a reason message before uploading again.
- Contact support if the status does not change after a new upload and the documents are clear.
Contact support if your documents remain rejected after two clear uploads and you have confirmed the name and expiry details.
Site or games not loading properly on a phone
You open the site in your phone browser, but games stall, the screen freezes or pages load without images. Mobile loading issues often come from the browser or connection.
- The browser is an older version or has cached data that conflicts with the site.
- The internet connection is slow or unstable.
- Too many browser tabs or apps are running in the background.
- A game provider requires a feature your browser does not support.
- Your phone’s operating system needs an update.
- Close all other tabs and apps on your phone.
- Clear the browser cache and cookies for the site.
- Reload the page and try the game again.
- Switch from mobile data to Wi-Fi, or the other way around, to test the connection.
- Update your phone browser to the latest version available.
- Disable any ad-blocking or script-blocking extensions for the site.
- Restart your phone to free up memory.
- Try a different browser if the problem continues.
- Check that your phone’s operating system is up to date.
- Contact support if the site still fails to load on a second browser and a stable connection.
Contact support if games still fail to load after you have tried a second browser and a stable connection.
Keep your account details, payment method and documents consistent from the start; most bonus and withdrawal problems come from small mismatches that are easy to avoid.
