Even the smoothest casino has the occasional hiccup, whether it is a password that will not work, a deposit that gets declined or a game that refuses to load. We have gathered the problems our players ask about most often, along with the fixes that solve them in the vast majority of cases.
Everything here applies to your account at Spinloots, on desktop or mobile. If you work through the steps and the problem remains, our live chat team is available 24/7 through the chat bubble on every page, and we explain below exactly when it is worth getting in touch.
Quick reference
| Problem | Most likely cause | First thing to try |
|---|---|---|
| Cannot log in | Wrong password or locked account | Reset your password or wait 15 minutes |
| Deposit declined | Bank block, limit reached or name mismatch | Check your deposit limit and card details |
| Bonus not credited | Deposit below £20 or bonus not opted in | Check the deposit amount and promotions page |
| Game not loading | Browser cache or connection | Refresh, clear cache, try another browser |
| Verification stuck | Unclear document or extra check requested | Check notifications and re-upload |
| Withdrawal delayed | Pending review or banking times | Check the status and method timings |
Login problems
If you cannot sign in, work through these checks:
- Make sure you are using the email address you registered with.
- Check caps lock, as passwords are case sensitive.
- If you have entered the wrong password five times, your account locks for 15 minutes. Wait, then try again.
- Use Forgot password to receive a reset link. The link is valid for 30 minutes, so use it promptly and check your spam folder.
- If you use two-factor authentication, check that your phone’s clock is set automatically, as a wrong time can make codes fail.
If you have an active time-out, self-exclusion or GAMSTOP registration, you will not be able to log in until it ends. That is by design. Our full login guide covers every step in more detail.
Deposit declined
A declined deposit is usually caused by one of these:
- Deposit limit reached. If you have set a daily, weekly or monthly limit, you cannot deposit beyond it until the period resets.
- Below the minimum. The minimum deposit is £10, or £20 if you want the welcome bonus.
- Bank or card block. Some banks block gambling transactions by default. Check your banking app for a gambling block and contact your bank if needed.
- Name mismatch. The payment method must be in your own name.
- Unsupported method. We accept Visa Debit, Mastercard Debit, Skrill, Neteller, Revolut, Paysafecard and Rapid Transfer. Crypto is not accepted on UK accounts.
Bonus not credited
If your welcome bonus has not appeared, check:
- Your first deposit was at least £20.
- You selected the welcome offer before or during your deposit.
- Your account is verified, as UK rules require this before play.
Free spins arrive in batches of 50 per day for five days on Big Bass Splash, so you will not see all 250 at once. The Friday Wallet Boost only applies to Skrill, Neteller or Revolut deposits. Weekly cashback is paid every Monday, based on the previous week’s net losses.
Game not loading
When a slot or live table will not open:
- Refresh the page.
- Clear your browser cache and cookies.
- Update your browser to the latest version.
- Disable browser extensions such as ad blockers for our site.
- Switch from mobile data to Wi-Fi, or the other way round.
- Try a different browser, such as Chrome or Safari.
Live dealer tables need a stable connection, so a weak signal can cause buffering or disconnects. If a game crashes mid-round, the result is recorded on the provider’s server and your balance will update once the round completes.
Verification stuck
Most checks clear within 24 hours. If yours has not:
- Check your notifications for a request for more documents.
- Make sure your proof of address is dated within the last 3 months.
- Re-upload any blurry, dark or cropped images.
Larger deposits may trigger a source of funds or affordability check, which needs a payslip or bank statement. See our KYC guide for the full list of accepted documents.
Withdrawal delayed
Every withdrawal has a pending window of up to 24 hours before approval. After that, timings depend on the method:
| Method | Time after approval |
|---|---|
| Skrill, Neteller, Revolut | Up to 2 hours |
| Rapid Transfer | Same day |
| Visa Debit, Mastercard Debit | 1 to 3 working days |
Delays are usually caused by unfinished verification, an active bonus with outstanding wagering, or a request to a method you have not deposited with. Remember that withdrawals return to your deposit method under the closed-loop rule.
When to contact live chat
Try the fixes above first, but please contact our 24/7 live chat straight away if:
- You think someone else has accessed your account.
- Money has left your bank but has not appeared in your balance.
- A withdrawal has passed both the pending window and the method’s stated timing.
- You have lost access to your two-factor authentication app.
- You want help setting limits, taking a time-out or self-excluding.
Have your registered email address ready and, for payment issues, the date, amount and method. Our team will never ask for your password or 2FA code. Play is for adults aged 18 and over only.
