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The balance stays unchanged even though the bank shows the transfer as completed, and this gap almost always traces back to a pending payment reference that never reached the casino account. The money left the bank, but the matching credit on the player side needs the reference and the account name to line up before it posts.

A deposit that left the bank but is not on the balance

The player sees the bank statement confirm the payment while the casino balance shows nothing new, and the transaction history lists no matching entry.

• The payment reference was mistyped or left blank, so the credit cannot be matched to the account.
• The bank sent the money through a route the casino does not accept for deposits.
• The account name on the payment differs from the registered player name.
• The deposit was made from a card or wallet registered to another person.
• The payment is still moving between the bank and the casino and has not settled yet.

1. Open the transaction history in the account and compare it with the bank statement line by line.
2. Note the exact time and amount shown by the bank for the missing payment.
3. Find the payment reference in the bank confirmation and hold it ready.
4. Return to the cashier area of the spinbit online casino and refresh the balance once.
5. Confirm that the deposit was made from an account that carries your own name.
6. Check whether the card or wallet used belongs to you and not to a relative or friend.
7. Repeat the refresh after the bank marks the payment as fully cleared rather than pending.
8. Take a screenshot of the bank confirmation that includes the reference and the amount.
9. Take a second screenshot of the empty transaction list in the casino account.
10. Write down the registered email address tied to the player account.
11. Contact support and send both screenshots in the same message.
12. State the amount, the time and the reference in plain text inside that message.
13. Keep the payment reference unchanged in any follow-up reply you send.
14. Do not send a second deposit to replace the missing one until support answers.
15. Watch the transaction history rather than only the balance, since credits appear there first.
16. Reply with any extra document support asks for, such as a bank receipt showing the sender name.

Contact support once the bank marks the payment as completed and the balance still shows no matching credit after a refresh.

Login blocked or the account locked after failed attempts

The player types the usual details and sees a message that the account is locked or that the password is wrong, even when nothing feels different from before.

• The password was typed with a different keyboard layout or with caps lock active.
• Too many wrong attempts triggered a temporary lock on the account.
• The email address has an extra space or a different domain than the one used at sign-up.
• A saved password in the browser was updated elsewhere and no longer fits.
• The account was restricted while a security or identity review is open.

1. Type the email address by hand instead of pasting it, and remove any trailing space.
2. Switch the keyboard layout to the one you used when the password was set.
3. Turn off caps lock and retype the password slowly, character by character.
4. Try the password reset link sent to the email registered with spinbit-nz.co.nz/.
5. Open that email in the same browser session and follow the link once.
6. Set a new password that differs from the old one and from passwords used on other sites.
7. Clear the saved password for the site in the browser settings before trying again.
8. Log in through the phone browser on mobile data if the home connection is unstable.
9. Close other tabs where the account is already signed in, since parallel sessions can block entry.
10. Allow the lock to expire without repeated attempts, because each new try can extend it.
11. Confirm that no security review message sits in the account inbox or email inbox.
12. Check the spam folder for the reset email before requesting another one.
13. Note the exact wording of the error message shown on screen.
14. Write down the time of the last successful login.
15. Send support the error text and the last successful login time in one message.
16. Ask support to confirm whether the lock is temporary or tied to a review, and wait for the reply.

Contact support when the lock persists after the reset link was used once and the error message names no clear reason.

Identity verification stuck or documents rejected

The player uploads documents and the status keeps showing the same pending or rejected label without a clear reason.

• Document edges were cropped, so the corners or the full page are missing.
• Glare, shadow or motion blur made the text unreadable in the photo.
• The document expired or the photo shows an older version of it.
• The name on the document does not match the registered player name exactly.
• A second document was needed but only one was uploaded.

1. Compare the name and date of birth in the profile with the document word for word.
2. Fix any spelling difference in the profile before uploading again.
3. Place the document on a flat, dark surface with no pattern behind it.
4. Photograph all four corners inside the frame, with nothing cut off.
5. Use daylight or a lamp from the side to avoid glare across the text.
6. Check that the photo is sharp enough to read the smallest printed line.
7. Confirm the document is still valid and not past its expiry.
8. Upload the front and the back where the document has two sides.
9. Send the file in the format the upload form accepts, not a screenshot of a screenshot.
10. Add the second document the verification step asks for, if any.
11. Submit the documents one time only, since duplicate uploads can reset the queue.
12. Keep the original files saved on the device until the status changes.
13. Watch the status field rather than the general account page.
14. Note the date of the last upload and the exact document type sent.
15. Send support the upload date and document type if the status stays unchanged.
16. Reply to the rejection notice with a new photo rather than starting a fresh request.

Contact support when a document was rejected twice without a stated reason or the status has not moved since the last upload.

A welcome bonus or free spins missing after deposit

The player makes the first deposit and the bonus balance or the free spins counter stays empty.

• The deposit was made before the bonus was selected or the code entered.
• The deposit type used does not qualify for the offer.
• The account already claimed a welcome offer in the past.
• The bonus code was typed with a different case or an extra space.
• The free spins sit in a separate section of the account and were not activated yet.

1. Open the bonus section of the spinbit casino account and look for an unclaimed offer.
2. Read the deposit condition attached to the offer and compare it with the payment used.
3. Check the bonus history for a claimed entry and its status.
4. Look in the free spins area for a counter that needs a manual start.
5. Confirm that the code was entered exactly as shown, with no extra spaces.
6. Ask support to confirm which welcome offer, if any, is attached to the account.
7. Send the deposit reference together with the code that was used.
8. Note whether the deposit went in before or after the bonus was selected.
9. Keep the bonus terms for the offer in view while support reviews the case.
10. Avoid depositing again to trigger the same offer before the answer arrives.
11. Check the account inbox for a message about an offer that needs activation.
12. Refresh the bonus page once after support confirms the offer is active.
13. Start any free spins from the bonus section rather than from the game itself.
14. Record the time of the deposit and the time the bonus was selected.
15. Send both times to support if the offer still does not appear.
16. Wait for the confirmation before playing further, since play during a pending claim can complicate the review.

Contact support when the deposit qualifies for the offer, the code was correct and the bonus still does not appear in the bonus history.

Use the same name and payment source across the bank, the profile and every document, and most of these cases never start.