The screen asks for identity documents again even though they were uploaded days ago, and the cause is usually a mismatch between the name on the account and the name printed on the document. The same rejection pattern shows up whenever a photo is blurred, cropped or expired.

Identity verification stuck or documents rejected

The player sends a passport photo and the verification page stays on pending or flips back to rejected with no clear note.

• The account name differs from the name on the document, even by a middle name or accent.
• Photos are cropped, glared, blurred or show only part of the document.
• The document has expired or the address proof is older than the provider accepts.
• A selfie was taken with a filter, in low light or with the face partly hidden.
• Several uploads were sent in quick succession, so the review queue holds conflicting files.

1. Open the profile area and compare the registered name with the name printed on the document.
2. Ask support to correct the name on the account if the two differ, since editing it yourself is often blocked.
3. Photograph the document on a flat, dark surface in daylight, with all four corners inside the frame.
4. Keep the text sharp and free of glare, and avoid covering any part with a finger.
5. Upload the front and the back where the document has two sides.
6. Send the selfie without a filter, facing a window, with the whole face and shoulders visible.
7. Use an address proof that shows the same name and address as the account.
8. Submit one complete set of files instead of many partial uploads.
9. Write down the reference number shown after the upload and keep it for later contact.
10. Wait for the review to finish before sending anything new, because a second batch can reset the queue.
11. Check the profile page after the review closes to see whether the status changed to verified.
12. If a rejection note names a specific document, replace only that file and resubmit it.
13. Avoid editing personal details while verification is open, as this can restart the whole check.
14. Keep copies of everything sent, so support can match the files to the case.
15. Contact the xtraspinuk.eu.com support team with the reference number when a rejection gives no reason or the status has not moved after a full set of clear files was submitted.

Welcome bonus or free spins missing after sign-up

The player registers, deposits and opens the bonus page, but the balance shows no bonus and the free spins counter stays at zero.

• No promo code was entered in the bonus field at the time of the deposit.
• The deposit went in before the bonus was selected or activated.
• A previous bonus is still open, and only one offer can run at a time.
• The deposit method or account currency does not qualify for the offer.
• Free spins are tied to a named game and stay hidden until that game is opened.

1. Open the bonus section and see whether an active offer is already listed.
2. Finish or cancel the earlier offer before claiming the welcome package.
3. Enter the xtraspin promo code in the bonus field during the deposit, not after it.
4. Check the spelling of the code, since spaces or capitals in the wrong place can void it.
5. Confirm the deposit was made with a method the offer accepts.
6. Make the qualifying deposit in one payment rather than several small ones.
7. Reload the page after the deposit so the balance refreshes.
8. Open the named slot game and look for the free spins counter inside it.
9. Check the profile for a pending bonus that waits for manual activation.
10. Keep the deposit receipt, as support may ask for the transaction reference.
11. Do not place bets on other games while the bonus is pending, since play can affect eligibility.
12. Repeat the claim once with the code if the balance still shows nothing.
13. Write down the time of the deposit and the code used.
14. Contact the xtraspin casino uk support team in one message with those details when the offer still does not appear; repeated claims create duplicate tickets.
15. Use a single ticket per missing bonus, so the queue is not split between cases.

Login fails or the account locks after wrong attempts

The player types the password, gets a red error, tries again a few times and then sees a message that the account is locked.

• The password was mistyped, often because of autocorrect or a hidden space.
• The account is locked after several failed attempts in a short window.
• The browser saved an old password and fills it in silently.
• The verification process was never finished, so the account stays restricted.
• The player is signing in to a different brand page with the same email.

1. Stop retrying after the second error, because each attempt adds to the lock counter.
2. Type the password by hand in a plain text field to see exactly what is entered.
3. Clear the saved password for the site or use a private browser window.
4. Use the xtraspin login form on the official page rather than a bookmark that may point elsewhere.
5. Check that the email matches the one used at registration, including any dots or plus signs.
6. Try the password reset link and set a new password you have not used elsewhere.
7. Open the reset email in the same browser and follow the link once only.
8. Finish any open identity check on the profile page, as it can block sign-in.
9. Turn off autocorrect and password managers for the session while testing.
10. Try a second browser or the phone browser if the first one keeps failing.
11. Wait for the lock to lift on its own before another attempt, as retrying extends it.
12. Note the exact error text shown on the screen.
13. Photograph or copy that message, since it tells support which block applies.
14. Contact support with the email, the error text and the time of the last attempt if the reset does not restore access.
15. Do not create a second account, because duplicate accounts slow the recovery of the first one.

Deposit taken by the bank but not on the balance

The bank shows the payment as completed, while the casino balance still shows the old figure.

• The payment is authorized at the bank but not yet confirmed on the casino side.
• A pending bonus step is holding the funds before they reach the balance.
• The transaction failed on the return to the site, so the confirmation never arrived.
• The deposit went to another account under the same email.
• The browser or connection dropped right after the payment screen.

1. Refresh the balance page once and wait a moment before doing anything else.
2. Check the transaction history in the profile for an entry matching the amount.
3. Compare the reference on the bank statement with the reference in the history.
4. Note whether the history shows the payment as pending, failed or complete.
5. Look at the bonus page for an unclaimed offer that holds the payment.
6. Finish or cancel that offer so the funds can settle.
7. Return to the site through the same browser without clearing cookies, so the session can confirm the payment.
8. Keep the tab open until the confirmation message appears.
9. Do not repeat the deposit while the first one is pending.
10. Save a screenshot of the bank entry and of the casino history side by side.
11. Check that no second account exists under the same email that may have received the payment.
12. Note the exact amount and time of the payment for the ticket.
13. Contact support with both references if the payment shows as complete at the bank but the history has no matching entry.
14. Send one message per payment, keeping the same thread for replies.
15. Avoid charging the payment back while the case is open, as disputes freeze the balance.

Use the same name, address and email on the account and on every document, and most of these issues never start.