Spin Palace Canada Problems: Missing Bonuses, Deposits, Verification and Payouts

It is 7:40 on a Tuesday morning, and the balance on your phone screen shows nothing but the deposit you made last night. In most cases this happens because a payment is still moving between the bank and the casino, or because an account condition has not been met yet.

Welcome bonus or free spins missing from the balance

Spin Palace Canada The player finishes registration, makes the first deposit and expects the welcome package, yet the bonus balance stays at zero and the free spins never appear.

• The first deposit was made with a payment method that does not qualify for the offer.
• The bonus code was typed with a typo, a space or the wrong capitalisation.
• The deposit was made before the account details were completed, so the offer was not linked to it.
• The player already claimed a welcome offer on an earlier account.
• The bonus was credited but sits in a separate balance that is not shown on the main screen.

1. Close the tab and reopen the casino page on the phone browser in a normal window.
2. Open the promotions area and check whether the offer appears as active or already claimed.
3. Compare the code you used with the one shown for the offer, character by character.
4. Look at the payment method you used for the first deposit and confirm it is listed as eligible.
5. Open the transaction history and find the deposit, then see whether a bonus entry is attached to it.
6. Check that your profile holds your correct name, address and birth date.
7. Switch between the bonus balance and the cash balance to see whether the funds sit in the other one.
8. Complete any outstanding profile fields that the promotions section still marks as missing.
9. Wait until the deposit itself is confirmed, because the bonus follows the payment, not the other way round.
10. If you used a code, apply it again only when the offer is still open, never on a second deposit.
11. Note the date, the amount and the offer name before you write to support.

Contact support when the deposit is confirmed, the conditions are met and the bonus still does not appear after a full day.

Deposit leaves the bank but never reaches the casino balance

Your banking page shows the payment as completed, while the casino wallet still displays the old figure and no new transaction.

• The bank has authorised the payment but the transfer to the casino has not settled yet.
• The deposit was sent to an old payment reference that no longer matches your account.
• A bank security check has paused the outgoing transfer.
• The payment was made from an account in someone else’s name, which blocks the credit.
• The deposit page was closed before the confirmation screen appeared.

1. Open your banking history and note the exact time and status of the payment.
2. Return to the casino, sign in and open the transaction list to see whether the deposit is recorded there.
3. Refresh the balance once, then leave it alone for a while instead of refreshing repeatedly.
4. Check the payment reference on the bank slip against the one shown for your player account.
5. Confirm that the name on the bank account matches the name on your player profile.
6. Contact your bank to ask whether the transfer is complete or still held for a security check.
7. If the bank says the payment is finished, keep the slip or screenshot ready for support.
8. Do not repeat the deposit, because a second payment can complicate the reconciliation.
9. Sign in to Spin Palace about once a day to see whether the balance has updated.
10. Write to support with the payment reference, the amount and the time of the transfer.

Reach out to support as soon as your bank confirms the payment is complete and the balance has not changed after a full banking day.

Identity verification stuck or documents rejected

The upload screen shows a pending review that never finishes, or a message says a document could not be accepted.

• A photo is blurred, cropped or shows glare across the text.
• The document has expired or the corners are cut off in the image.
• The name on the document does not match the name on the account exactly.
• Only one side of a two-sided document was uploaded.
• The file format or size falls outside what the upload tool accepts.

1. Take the photo again in daylight, with the whole document inside the frame.
2. Hold the phone still and avoid flash, which creates glare on plastic cards.
3. Check that every corner, the photo and the text are readable.
4. Upload both sides of any document that has information on the back.
5. Use the original document, not a photocopy or a scan of a printout.
6. Confirm that the name, address and birth date match your profile without abbreviations.
7. Upload one document at a time and wait for each confirmation before the next.
8. Convert the file to a common image or document format if the upload keeps failing.
9. Keep a copy of every file you send so you can resend it if asked.
10. Give the review some time before uploading the same document again.
11. Ask support which document is missing if the message does not say.

Contact support when a document has been rejected twice with no clear reason or the review has not moved for several days.

Withdrawal pending longer than expected

The withdrawal shows as pending in the cashier, the money is gone from the playable balance and nothing arrives in the bank.

• Identity verification is still open, so the payout cannot be released.
• A bonus is still active and its conditions have not been met.
• The payout method does not match the method used for the deposit.
• The request was made during a weekend or a bank holiday, when transfers slow down.
• The withdrawal was split into several parts, and each part is processed on its own.

1. Open the withdrawal history and note the status and the time of the request.
2. Check whether any bonus is still active on the account and what it still requires.
3. Finish any open verification step before expecting the payout to move.
4. Confirm that the payout method is one you have used before for a deposit.
5. Make sure the bank details on file are complete and current.
6. Avoid cancelling the request to “speed it up”, because that sends you back to the queue.
7. Stop playing with the remaining balance while the request is pending, so the figures stay stable.
8. Look at the cashier again the next working day rather than several times an hour.
9. Keep the reference number of the withdrawal ready for any message to support.
10. Write to support with the reference, the amount and the date of the request.

Contact support when the request is still pending after verification is complete and the bonus conditions are fully met.

Keep your profile details, your documents and your payment method in the same name from the first day, and every one of these problems becomes far shorter to resolve.