A promotional code typed with a trailing space or in the wrong letter case leaves the bonus field empty and no free spins on the screen. The most common cause is a code that was entered once during play instead of at the moment of the qualifying deposit.
Welcome bonus and free spins that never arrive
Players often finish a deposit and still see no bonus balance or spin counter on the screen. A quick check of how lolajack.mex.com ties the offer to a single deposit explains most of these gaps.
- The code was entered after the deposit rather than in the bonus field before it.
- The deposit fell below the minimum the offer requires.
- A previous welcome offer was already claimed on the account.
- The payment method used does not qualify for the promotion.
- Free spins were credited to a specific game and are not visible in the general balance.
- Open the bonus section of the account and note which offers show as active or used.
- Compare the deposit you made with the minimum the offer states.
- Check that the code was typed with the exact spelling and letter case.
- Type the code again only if the offer was not yet claimed; a second claim is refused.
- Refresh the balance by leaving the lobby page and returning to it.
- Open the game named in the offer and look for a spin counter inside it.
- Confirm that the deposit was made with a method the promotion accepts.
- Note the exact time of the deposit, because support will ask for it.
- Take a screenshot of the bonus page and of the deposit record.
- Repeat the deposit only if the first one was declined and no money left your account.
- Contact support with the screenshots if the offer still shows as unused after a fresh login.
Reach out to support when the bonus page shows the offer as claimed but no credit or spins appear anywhere on the account.
Login failures and accounts locked after wrong passwords
The sign-in screen returns an error or a lock notice, and the correct password is refused. Most lockouts come from repeated wrong entries rather than from a closed account.
- The password was mistyped several times in a row.
- Caps lock or a keyboard layout changed between attempts.
- An old password is stored in the browser’s autofill.
- The account was restricted because of unfinished identity checks.
- A second account was opened, which conflicts with the rules.
- Stop trying passwords; each wrong attempt extends the lock.
- Clear the password field and type it by hand instead of pasting it.
- Switch the keyboard to the layout you used when you set the password.
- Use the password reset link sent to the email address on the account.
- Open that email in the same browser session and follow the link once.
- Set a new password that you have not used on the account before.
- Close other tabs where the old session is still open.
- Load the site in the phone browser again or in a private window.
- Turn off any content blocker that may stop the sign-in form from loading.
- Log in and confirm that the account page opens without a restriction notice.
- Contact support if the reset email does not arrive or the lock notice remains after a successful reset.
Message support when a reset succeeds but the account still shows a lock, since only they can lift it.
Deposits and withdrawals refused because of limits
A payment is declined with a message about limits, and the amount never moves. The cause is usually a mismatch between the amount and the limits that apply to the account.
- The amount sits below the minimum the payment route accepts.
- The amount exceeds the maximum set for a single transaction.
- The account has reached a daily or monthly cap on money moved.
- The payment method chosen has its own limits that differ from the site’s.
- Unfinished identity checks hold payments back until they are complete.
- Read the message on screen and note the word limit and the direction of the payment.
- Compare your amount with the minimum and maximum shown for that payment route.
- Split the amount only when the route allows more than one transaction in the same period.
- Choose another payment route that accepts the amount you want to move.
- Check the account’s cap for the day or month before trying again.
- Complete any identity step the account page still lists as open.
- Make sure the name on the payment method matches the account holder name.
- Wait for a declined attempt to clear before sending the same amount again.
- Keep a record of the reference number of each declined attempt.
- Contact support when the amount is clearly inside the stated limits and the decline repeats.
Support can explain which limit applied when the screen message is vague and the amount looks correct.
Withdrawals that stay pending longer than expected
The withdrawal sits in a pending state and the balance has not moved. A pending request is normally waiting on a check rather than lost.
- Identity documents are still under review.
- The bonus terms require playthrough before winnings can be withdrawn.
- A payment route is being changed from the one used for the deposit.
- The request was made during a busy period and sits in a queue.
- Details on the payment method differ from the account holder details.
- Open the transaction history and confirm the request status word.
- Check whether any active bonus still has playthrough left on it.
- Upload the identity documents the account page still asks for.
- Make sure the payment method accepts withdrawals, not only deposits.
- Confirm the name on that method matches the account holder name exactly.
- Remove any second pending request so the two do not block each other.
- Note the reference number and the time the request was submitted.
- Look at the transaction history again after a fresh login.
- Avoid sending the same request twice; a duplicate slows the review.
- Keep the phone browser session open long enough for status changes to load.
- Contact support if the status has not changed and no document request is open.
Support should be contacted once the pending request has no open checks attached and nothing on the account explains the wait.
Keep one dedicated email address and one payment method for the account, and finish any identity step before your first withdrawal; this removes most bonus, login and payment problems before they start.