You check your balance on the phone before paying for a coffee and your latest deposit still is not there. Most of the time the payment has simply not reached the casino yet, or it was sent with details that do not match your account.

Deposit taken by the bank but missing from the balance

Your bank statement shows the payment left, yet the casino balance has not moved. Before you do anything else, keep the receipt or screenshot of the transfer, because support will ask for it later. The usual causes are:

• The payment is still moving between the banks and has not settled.
• The transfer was sent to details that do not belong to the casino.
• The deposit was made with a payment tool registered to someone else.
• A bonus was attached to the deposit and the money sits in a separate bonus balance.
• The payment was flagged for a routine check before it is credited.

Work through these steps in order:

1. Refresh the balance page on the phone browser rather than the old tab.
2. Open the transaction history and look for the deposit as pending.
3. Compare the reference details on your bank receipt with the ones shown at the cashier.
4. Confirm that the payment tool is in your own name.
5. Check whether a bonus balance exists next to the main one.
6. Log out of https://spinbit1.co.nz and sign in again to reload the account data.
7. Close the browser completely and open it fresh on the phone.
8. Try a small second deposit and see whether it lands on the balance.
9. Keep the bank confirmation, the amount and the time of the transfer together.
10. Write down the reference number of the transaction from the history page.
11. Note the payment method you used, since support will ask for it.
12. Send all of this in one message rather than several separate ones.
13. Do not repeat the same deposit while the first one is still pending.
14. Wait for the reply before sending more money.

Contact support as soon as the history shows no pending record and the bank confirms the money left your account.

A deposit or withdrawal stopped by account limits

The screen tells you the amount is above or below what your account allows. Limits exist for both directions, and they can differ between deposits and withdrawals. The likely causes are:

• The amount is above the maximum allowed for a single transfer.
• The amount is below the minimum the casino accepts.
• Your account level carries a lower limit than you expected.
• The chosen payment tool has its own cap on transfers.
• Part of the balance is tied to a bonus and cannot be withdrawn yet.

Use these steps to clear the block:

1. Read the message on screen and note whether it names a minimum or a maximum.
2. Adjust the amount to sit clearly inside the allowed range.
3. Split a large withdrawal into smaller requests if the cap applies per transfer.
4. Try a different payment tool that suits the amount you want to move.
5. Check whether the funds you want to withdraw are part of a bonus balance.
6. Keep the bonus money in play until its conditions are met, then withdraw.
7. Confirm that your account details match the payment tool in use.
8. Make the request again once the amount is within range.
9. Record the reference of the refused request before retrying.
10. Watch the transaction history to see whether the refused request is still listed.
11. Do not cancel and repeat a withdrawal that is already pending.
12. Give each new request its own amount rather than repeating the same figure.
13. Keep one note of every request you send, with amount and time.
14. Stop retrying after the screen keeps refusing the same amount.

Contact support when the amount sits well inside the range shown and the request is still refused.

Identity verification stuck or documents refused

You uploaded your documents and the status still reads pending, or a rejection message names a problem with the file. Verification protects your own withdrawal, so it has to be finished before money can leave. The likely causes are:

• The photo is blurred, cropped or shows glare across the text.
• An edge of the document is cut off in the frame.
• The name on the document differs from the name on the account.
• The document has passed its expiry date.
• One page of a two-sided document is missing.

Follow this order:

1. Open the verification section and read the exact wording of the rejection.
2. Retake the photo in daylight with the whole document inside the frame.
3. Keep the phone steady so the text and the photo are both sharp.
4. Upload both sides of any document that has two sides.
5. Use a document that is still valid and not close to expiry.
6. Match the spelling of your name to the account details exactly.
7. Send files in the format the upload page accepts.
8. Submit one complete set rather than adding files one at a time.
9. Wait for the review to finish before uploading the same files again.
10. Note the date and time of each upload for your own record.
11. Keep the original documents at hand in case a new photo is needed.
12. Do not send documents through social media or chat apps.
13. Upload only through the account page itself.
14. Repeat the upload once if the status has not changed after a reasonable wait.

Contact support when a document is clean, complete and valid and still comes back rejected.

Sign-in failing or the account locked after wrong attempts

The sign-in page refuses your details, or a message says the account is temporarily locked. Repeated wrong attempts are the most common trigger. The likely causes are:

• The password was typed with the wrong keyboard language or case.
• An old password saved in the browser is being filled in automatically.
• Several failed attempts in a row have tripped the lock.
• The account is already signed in on another device.
• The email address on the account differs from the one being typed.

Try these steps:

1. Type the password by hand instead of letting the browser fill it in.
2. Check that the keyboard is set to the language you normally use.
3. Look for stray spaces at the start or end of the password field.
4. Confirm that the email address matches the one used at registration.
5. Use the password reset option to set a new password.
6. Open the reset link in the same browser you use for the casino.
7. Choose a new password you have not used on this account before.
8. Sign out on any other device that may still hold a session.
9. Wait for the temporary lock to lift before trying again.
10. Make one careful attempt after the wait rather than several quick ones.
11. Clear the saved password for the site in your browser settings.
12. Sign in through the normal page rather than an old bookmark.
13. Note the exact message shown so support can identify the lock type.
14. Keep the reset email until you are signed in again.

Contact support when the lock does not lift or the reset email never arrives.

Use the same name, email and payment tool for every deposit, upload clear documents the first time you are asked, and keep each receipt until the money shows on your balance.