“Why has Spin Palace not credited my bonus or released my withdrawal?” The usual cause is a mismatch between what the account holds and what the request needs — a condition not yet met, a document not yet accepted, or a payment detail that does not line up.

Missing welcome bonus or free spins after signing up

The player finishes registration or a first deposit and sees the balance unchanged, with no free spins in the bonus section. The likely causes are:

• The bonus was never opted into, so the deposit counted as a plain cash top-up.
• The deposit was made with a method that does not qualify for the offer.
• The minimum qualifying deposit was not reached.
• The account already used a welcome offer, and a second one is not due.
• A bonus code was needed at deposit and was left blank.

Work through these steps:

1. Open the promotions area and confirm the offer still shows on your account.
2. Check whether the bonus needs to be activated before the deposit, not after it.
3. Look at the deposit history and confirm the payment went through as a deposit, not a transfer.
4. Compare the amount you sent with the minimum the offer requires.
5. Confirm the payment method you used is allowed for that bonus.
6. If a code was required, re-enter it exactly as shown, in the right field.
7. Give the system a moment, then reload the page in your phone browser or on desktop.
8. Log out and log back in to refresh the balance shown.
9. Check the bonus section for a pending offer that needs manual claiming.
10. If the offer was already claimed once, accept that a repeat is not available.
11. Take a screenshot of the promotion and of your deposit record.
12. Note the date and the amount so support can trace the request quickly.
13. Send those details to support and explain which offer you expected.

Contact support when the deposit is confirmed in your history and the promotion was active but nothing arrived after a full logout and login.

Deposit or withdrawal declined because of limits

The player submits a payment and sees a refusal message quoting a limit, with the money staying where it was. Common causes:

• The amount sits below the smallest sum the method accepts.
• The amount sits above the largest sum allowed for that method.
• The account’s own limit, set by the player or by the site, caps the transaction.
• The chosen method is not enabled for withdrawals on that account.
• Several requests sent close together together exceed the combined allowance.

How to clear it:

1. Read the refusal message in full; it usually names the limit that was hit.
2. Compare your amount with the range the chosen method shows at the cashier.
3. Split a large request into smaller ones if the method allows it.
4. Switch to a method whose range fits the amount you want to move.
5. Check any deposit limit you set yourself in the account settings.
6. Confirm you have no other request still open, which may block a new one.
7. For withdrawals, confirm the method is one you have used to deposit.
8. Wait for any open request to finish before sending another.
9. Reduce the amount to fit inside the range rather than repeating the same attempt.
10. Note the exact figures and the method so the picture is clear.
11. Retry once with corrected figures before doing anything else.
12. Keep the refusal message for reference.
13. Pass the message and the amount to support if the refusal repeats.

Contact support when your amount clearly fits the range shown and the request is still refused.

Identity verification stuck or documents rejected

The player uploads ID or proof of address and the status stays pending, or the file comes back marked as not accepted. Likely causes:

• The photo is blurred, cropped or shows glare across the text.
• A corner of the document is out of frame or covered by a finger.
• The document has expired or the details do not match the account.
• Only one side of a two-sided document was sent.
• The file type or size does not fit what the upload field accepts.

What to do:

1. Open the verification area and read the rejection note attached to each file.
2. Retake the photo in good light with the whole document visible.
3. Keep all four corners inside the frame and avoid shadows.
4. Send both sides when the document has information on the back.
5. Use a scan or a clean photo instead of a screenshot of a screen.
6. Confirm the name and address match what the account holds.
7. Rename the file simply and upload it in an accepted format.
8. Upload one document at a time and note which one is pending.
9. Wait for the review to finish before sending the same file again.
10. If a document has expired, replace it with a current one.
11. Check that the address document is recent enough for the site’s rule.
12. Keep copies of everything you sent.
13. Ask support which specific item is failing if the note is unclear.

Contact support when a clear, complete and current document is rejected twice without a reason you can act on.

Withdrawal pending longer than expected

The player requests a payout and the status stays on pending while the balance is already reduced. The usual causes:

• Verification is not finished, so the request cannot move forward.
• The request is still inside the site’s review window.
• Bonus conditions are still attached to part of the balance.
• An earlier request is open and holds the queue.
• The payout method details differ from the deposit details.

Steps that move it along:

1. Open the transaction history and read the status of the request in words.
2. Check the verification area for anything still pending.
3. Confirm the payout method matches the one you deposited with.
4. Look for an active bonus and whether its conditions are met.
5. Clear any open request before sending a new one.
6. Make sure your contact details are current so support can reach you.
7. Log in to www.spin-palace.it.com on your phone browser and reload the pending request page.
8. If the request shows as failed rather than pending, resubmit it once.
9. Keep the request reference handy for any message you send.
10. Add a short note through support if the status has not moved at all.
11. Avoid sending the same request again while one is still open.
12. Wait for the review to conclude before changing the amount.

Contact support when verification is complete, no bonus is attached and the request still shows as pending with no change.

Quick Reference

The table below pairs each problem with its usual cause and the first thing to check.

Each row points to a single starting point rather than a full diagnosis. A missing bonus almost always comes down to activation, so the promotions area answers it fastest. A declined payment is usually about the range, and the message names it. Verification problems are nearly always about image quality or a missing side, which the rejection note describes. A pending withdrawal is a waiting and verification matter, not a lost payment. Where the payout method differs from the deposit method, fixing that one detail often releases the request. SpinPalace players who keep their documents current and their method consistent avoid most of these delays.

Most of these problems disappear when players complete verification and activate any offer before sending money, so do those two things first and keep the records.