You tap to open the site and see a blank screen, an endless spinner, or an error message that the page cannot be reached. The most common cause is an outdated browser cache or a weak internet signal.

Site or Games Will Not Load on Your Phone

You see a white screen, a spinning circle that never stops, or only part of the page appears.

• Weak mobile data or Wi‑Fi connection
• Outdated browser version
• Full browser cache or cookies
• Phone operating system too old for the site’s latest update
• Ad‑blocker or VPN interfering with the connection

1. Check that your internet signal shows at least three bars or switch from Wi‑Fi to mobile data.
2. Close the browser completely, then reopen it.
3. Open the browser’s settings and clear the entire cache and cookies. On most phones this is under “Privacy” or “History”.
4. Restart your phone. While it reboots, the network module resets.
5. Update your browser to the newest version available in your phone’s settings.
6. If you use a VPN, turn it off and reload the site.
7. Disable any ad‑blocker extension in the browser.
8. Try a different browser, such as Chrome or Safari.
9. Open the site in your phone’s private or incognito mode. This bypasses most cache problems.
10. Check whether other websites load. If they also fail, the issue is your network or device.
11. If you have a mobile plan with a data cap, check whether you have reached your limit.
12. Power off your router for 30 seconds, then turn it back on. Wait two minutes before retesting.
13. Switch your phone to airplane mode for 10 seconds, then switch it off.
14. If you use the SpinBet casino app, uninstall it, restart the phone, and reinstall the app from the official download page. For phone browser play, skip this step.

Contact support if none of the steps help. Include your browser name, version, phone model, and a screenshot of the error.

Identity Verification (KYC) Is Stuck or Documents Are Rejected

You uploaded your ID or proof of address but the status stays “Pending” or shows “Rejected” with no clear reason.

• Photo is blurry, dark, or cut off at the edges
• Document type does not match what the verification requires (for example, a student card instead of a passport)
• Name on the document does not match your SpinBet login name exactly
• Document has expired
• Proof of address is older than what the verification policy allows

1. Use a scanner app or a steady hand to take a clear photo. Avoid shadows and reflections.
2. Place the document on a dark, flat surface. Keep it fully inside the frame.
3. Check that the photo shows all four corners and no fingers or objects cover the text.
4. Compare the name you provided during your SpinBet casino registration with the name on the document. They must match exactly, including middle names.
5. Submit a valid passport, driving licence, or government‑issued ID. A student card or employee badge will not pass.
6. For proof of address, use a utility bill, bank statement, or official government letter. It must be recent.
7. Make sure the date on the proof of address is not older than the time limit the verification team sets.
8. If you changed your address recently, upload a document that shows your current address.
9. Do not edit the image in any photo editor. No filters, cropping, or colour adjustments are allowed.
10. If your document is rejected, read the rejection reason in the verification section.
11. Re‑upload the corrected document immediately after you fix the issue.
12. If you have two passports (for example, a valid one and an expired one), always use the current valid one.
13. Contact support through the live chat or email if you repeatedly receive rejections without a clear reason. They can tell you what is missing.

Contact support if you have followed every step and the status still shows “Pending” after you upload the correct documents.

Deposit Left Your Bank but Is Not on Your Casino Balance

You see the transaction in your bank account or e‑wallet history, but the casino balance shows zero and the deposit is missing.

• The payment system is still processing the transfer
• The deposit method uses a conversion step that takes extra time
• You typed the wrong account number or reference
• The deposit exceeded a limit that the casino applies
• The bank flagged the transaction as suspicious

1. Wait at least a few minutes before taking any action. Some methods require a short processing time.
2. Refresh the casino page after 10 minutes. Click your balance or the cashier section to see the updated amount.
3. Log out of your SpinBet login session and log back in. This forces the system to reload your account data.
4. Check the transaction ID on your bank statement or e‑wallet receipt.
5. Compare the exact amount you deposited with the amount that left your bank. A mismatch can cause a delay.
6. Verify that you sent the deposit to the correct casino account or wallet address shown in the cashier.
7. Look for any pending deposits in the “Transaction History” section inside the cashier.
8. If you used a crypto method, check the blockchain explorer using the transaction hash. A pending status there means it needs more confirmations.
9. Make sure you did not send less than the minimum deposit amount. Most casinos do not process deposits below that minimum.
10. If you deposited by bank transfer, the bank may hold the transfer for a day or two. Contact your bank if the time passes.
11. Check whether you already reached the daily or weekly deposit limit on your account.
12. Restart your phone and try again. A fresh session often reveals the balance update.
13. Contact support with the transaction ID, the exact amount, and the time you sent the deposit. They can locate the missing funds.

Contact support after you have waited the expected time and refreshed the page, and the balance still shows zero.

Cannot Log In or Account Is Locked After Failed Attempts

You enter your username and password, but the screen shows “Invalid credentials” or “Account temporarily locked”.

• Caps Lock or Num Lock is on
• You are mistyping the password
• A third party tried guessing your password too many times
• Your account is locked for security reasons after several wrong attempts
• The SpinBet casino app stores an older password

1. Check that Caps Lock is off. Passwords are case‑sensitive.
2. Type your password in a text editor to see exactly what you are entering, then copy and paste it into the login field.
3. If you see “Account locked”, wait 15 minutes before trying again. The lock auto‑releases after a cooldown period.
4. Use the “Forgot Password” link on the SpinBet login page. Follow the email link or SMS code to reset your password.
5. Make sure you are using the correct username or email that you registered with.
6. Clear your browser cache and cookies, then close and reopen the browser.
7. If you use the SpinBet casino app, clear the app cache from your phone settings. On Android, this is under “Apps” – “Storage”. On iOS, reinstall the app.
8. Try logging in from a different browser or from a desktop computer to see whether the issue is device‑specific.
9. Disable any VPN or proxy. Some networks trigger extra security checks that lock your account more quickly.
10. If you have 2‑Step Verification (2FA) enabled, make sure the time on your phone is set to automatic. An incorrect time can reject the code.
11. Remove saved passwords from your browser’s autofill and type them manually.
12. Do not share your login details with anyone. A friend or family member who tried to log in may have locked your account.
13. If you use a password manager, update the saved entry for https://spinbet.net.nz/ with your current password.
14. Write a new ticket to support if the lock persists beyond the cooldown period. They will verify your identity and unlock your account.

Contact support if you cannot reset your password because your email address is no longer accessible.

Quick Reference

The table below summarises the four common problems, their usual causes, and the first action to take.

Most loading and login issues start on the device side, so clearing the cache is the fastest fix. Verification rejections almost always come from photo quality or a name mismatch; re‑reading the rejection message saves time. Deposit delays are usually temporary and appear on the balance after a few minutes. Account locks after failed logins are automatic and lift after a short cooldown. Keep your email and phone number up to date in your profile to speed up password resets. Support can handle the rare cases where none of the steps work.

Stay logged in on only one device at a time to prevent unexpected lockouts and to keep your account security simple.