Why does the page keep returning me to the same spot after I enter my password, and why does the spinner never finish? In most cases the session is not completing because a security check is pending, a stored login detail is out of date or the connection is losing the request before it reaches the server.
Identity checks that stall or rejected documents
After submitting a photo of an ID or a bill, the player often sees the same pending message for a long time, or a short notice that the document was not accepted. The validation step behind here compares each upload against the name and address held on the account, so any mismatch stops it.
- The photo is blurred, cropped or shows glare across the text.
- The name on the document differs from the name entered at registration.
- The address document is older than the proof the operator accepts.
- Only one side of a two-sided ID was uploaded.
- The file was sent in a format the upload tool does not process.
- Open the profile area and find the document section so you can see which item is still marked as pending.
- Take a fresh photo in daylight, with all four corners of the document inside the frame and no shadow over the text.
- Upload both sides of any ID that has information on the reverse.
- Use an address document that shows your name and full address exactly as they appear in the account.
- Match every detail to the registration form, including middle names and abbreviations.
- Save images in a common format such as JPG or PDF before sending them.
- Send one document at a time and wait for the status to move before adding the next.
- Keep the same file names and do not resend the same rejected image; replace it with a clearer copy.
- Check that the email address on the account is one you can still open, because replies about documents go there.
Contact support when a document has been accepted in the profile but the account still shows a pending state, since only an agent can clear that record.
Welcome bonus and free spins that never arrive
The player finishes registration or a deposit and then sees the balance unchanged, with no sign of the welcome offer or the free spins.
- The bonus code was left out of the deposit form or typed with a space.
- The deposit was made before the account was fully set up.
- A previous welcome offer on the same account has already been used.
- The payment route chosen does not feed the promotion.
- The spins were credited to a single game rather than the whole lobby.
- Sign in and open the bonus or rewards page to see whether the offer sits there waiting to be activated.
- Compare the amount you deposited with the minimum the offer requires, and note whether it was met.
- Enter the code again only if the first deposit did not carry it, and type it without spaces or capitals.
- Look through your email for a confirmation that the promotion was registered.
- Open each game mentioned in the offer description, because spins sometimes sit inside one title.
- Refresh the lobby after signing out and back in so the balance reloads from the server.
- Check whether an older welcome bonus was already claimed on this account, which would block a second one.
- Note the time you deposited and the method you used, so an agent can trace the transaction.
- Take a screenshot of the offer page next to your balance before you write to support.
Contact support when the offer is still absent after a fresh sign in, and include the screenshot and the deposit details.
Pages and games that fail on a phone browser
On a phone the lobby may open while individual games stay on a blank screen, or the page may reload itself in the middle of a spin.
- An old cached copy of the page is being served instead of the current one.
- The browser is out of date and cannot run the game scripts.
- A background tab or another open page is using the memory the game needs.
- A mobile network drops the connection when the signal switches between towers.
- An ad blocker or privacy extension is stopping part of the game from loading.
- Close every other tab and reload the page once on its own.
- Clear the browser cache and cookies for the site, then sign in again.
- Update the phone browser to its latest version before trying the game again.
- Turn off any content blocker or privacy extension for the site and reload.
- Switch from mobile data to Wi-Fi, or the other way round, to rule out the connection.
- Restart the phone so leftover memory is freed before you open the lobby.
- Try a different browser on the same phone to see whether the fault follows the browser.
- Use the phone browser rather than an embedded viewer inside a social or messaging tool.
- Disable battery saver for the browser, since it can pause scripts in the background.
Contact support when one game fails in every browser on the phone while other titles open normally, because the fault is then on the game side.
Keep the name on your account, your documents and your payment details identical from the first day, and most of these checks never start at all.