You are staring at a bonus screen that shows no free spins and a welcome offer that never appeared after your first deposit. The most common cause is that the qualifying deposit or bonus code was not registered before you confirmed the payment.
Welcome bonus and free spins not credited
You finish the first deposit, return to the lobby, and the bonus balance still shows zero or the free spins are missing from the game.
- The minimum deposit for the offer was not met.
- The bonus code was typed after the deposit was sent, not before.
- Free spins were credited to a specific game and not to the whole lobby.
- An earlier bonus was still active, so the new offer was blocked.
- The payment was made with a method excluded from the promotion.
- Open your bonus history and confirm whether the offer is listed as active or expired.
- Check the deposit amount against the minimum stated for the welcome offer.
- Re-enter the lobby and refresh the page so the balance reloads.
- Open the exact game named in the free spins offer; the spins often sit inside that title.
- If a code was required, type it in the bonus field before you press deposit next time.
- Finish or cancel any older bonus that is still running, because two offers rarely stack.
- Confirm that the payment method you used is allowed for the promotion.
- Take a screenshot of the bonus screen and the deposit confirmation.
- Write down the time of the deposit and the amount you sent.
- Check the promotions inbox for a message that explains why the offer was declined.
- Log out and back in to force the bonus balance to update.
- Try opening the free spins game again from the promotions page rather than the search bar.
- Make sure your account email is confirmed, since unconfirmed accounts can miss bonus credits.
- Repeat the deposit only after the first offer shows as active or expired in your history.
- Contact support with the screenshots and the deposit details if the history shows nothing.
Contact support when the bonus history stays empty after you have followed these steps and the deposit was definitely eligible.
Identity verification stuck or documents rejected
You upload a document and the status stays on pending, or it flips to rejected without a clear reason.
- The photo is blurred, cropped or has glare across the text.
- The document has expired or the corner is folded over the photo page.
- The name on the document differs from the name on the account.
- A proof of address is older than the period the casino accepts.
- The file format or size is outside what the upload form accepts.
- Open the verification page and note which document type is still missing.
- Place the document on a flat, dark surface in good light.
- Photograph all four corners and the full photo page in one frame.
- Check that no reflection covers the text or the portrait.
- Use the original document, not a scan of a photocopy.
- Match the name exactly as it appears on your casino account.
- Upload the file in the format the form accepts, such as a clear image or a single document file.
- Keep each file under the size the upload field allows.
- Submit one document per field instead of combining several into one image.
- For proof of address, use a document that shows your name and your current address.
- Wait for the review to finish before uploading the same document again.
- Remove old rejected files so the reviewer sees only the current set.
- Check your email for a message that names the specific problem with the document.
- Re-upload only the document that failed, not the whole set.
- Contact support with your account email and the exact document type that keeps failing if the status does not move.
Reach out to support when a document has been rejected more than once with no clear reason given in the message.
Deposit taken by the bank but missing from the balance
Your bank app shows the payment as completed, but the casino balance has not moved and the deposit is not listed.
Players on https://instantcasino-uk.net sometimes see this when the payment page was closed before the confirmation screen appeared.
- The payment page was closed or refreshed before the final confirmation.
- The bank approved the payment but the return message to the casino was lost.
- The deposit went to an old account or a different currency wallet.
- A pending bank review is holding the transfer before it reaches the casino.
- The payment reference was not matched automatically to your account.
- Note the exact amount, the time and the reference number from your bank statement.
- Refresh the casino balance after a short wait; some payments arrive after a delay.
- Open the transaction history and look for a pending deposit entry.
- Confirm the deposit was sent to the casino and not to a saved payee with a similar name.
- Check that the account number or wallet ID matches the one in your casino profile.
- Look for a confirmation email or receipt from the payment provider.
- Do not send the deposit a second time until the first one is located.
- Take a screenshot of the bank entry and the casino history side by side.
- Write a short message that lists the amount, the time and the reference.
- Send the details to support and keep the case number they give you.
- If the bank marks the payment as pending, let it clear before you escalate.
- Ask your bank whether the transfer completed or was returned.
- Keep the deposit receipt until the balance is corrected.
- Avoid starting a new deposit with the same reference while the first is open.
- Contact support when the payment is confirmed by the bank and still absent from your history after the checks.
Contact support as soon as the bank confirms the payment and your casino history shows no matching entry.
Phone browser site and games fail to load
The lobby opens but a game stays on a blank screen, or the page reloads every time you tap a button.
- The mobile connection drops or switches between Wi-Fi and data mid-game.
- An ad blocker or privacy extension blocks game scripts.
- An old browser cache holds a broken copy of the page.
- A background app is using memory and the browser closes the game tab.
- The game window needs a wider screen than your phone provides in portrait mode.
- Turn on mobile data and switch off Wi-Fi to test a different connection.
- Close other tabs and apps that are running in the background.
- Clear the browser cache and cookies for the site.
- Update your phone browser to the current version.
- Turn off ad blockers and privacy extensions for this site only.
- Allow cookies and JavaScript in the browser settings.
- Rotate the phone to landscape before you open the game.
- Open the game from the lobby instead of a saved bookmark.
- Try a different browser to see whether the problem follows the browser.
- Restart the phone to free memory and reset the network stack.
- Disable any battery saver that pauses background data.
- Check that your phone has enough free storage for the browser cache.
- Reload the page once and wait for the game to finish loading before you tap.
- Write down the game name and the exact error text on the screen.
- Contact support with the game name and error text if the game fails in two different browsers.
Contact support when one game fails in two browsers on a stable connection while other games load normally.
Before you deposit, type the bonus code in the bonus field and wait for the offer to show as active in your history. That single step prevents most missing-bonus cases.