The screen shows no balance change while your old casino used to update it at once, and the most common cause is that the payment has not yet reached Spinbit. The casino credited the welcome bonus automatically at your previous site, so the missing credit here feels like a fault.

Welcome bonus or free spins not credited

The player sees the bonus missing from the balance and no free spins in the slots section after a first deposit.

• The minimum deposit for the welcome offer was not met.
• The bonus code was not entered during deposit or was typed with an error.
• The deposit was made after the welcome offer had already been claimed once.
• Free spins are tied to a specific slot and do not appear in other games.
• The account was not fully verified at the time of the first deposit.

1. Open the promotions page and confirm the welcome offer is still available to you.
2. Check that your first deposit matched the minimum required for the bonus.
3. Look at the deposit receipt to see whether a bonus code field was filled.
4. Go to the bonus section of your account and check for an active or pending bonus.
5. Open the slots area and find the game named in the free spins offer.
6. If the bonus is listed as pending, complete any remaining condition shown there.
7. Take a screenshot of the missing bonus and your deposit receipt before you write to support.

Contact support when the bonus is still absent after you have confirmed the deposit amount and the code.

Identity verification stuck or documents rejected

The player sees the verification status unchanged for a long period and a message that a document was not accepted.

• The photo or scan is blurred, cropped or shows glare.
• The document has expired or the details do not match the account name.
• A corner of the document is covered by a finger or another object.
• The proof of address is older than the period the casino accepts.
• The file format or size is outside what the upload form allows.

1. Open the verification section and read which document type was rejected.
2. Take a new photo in bright, even light with the whole document in frame.
3. Check that the name, date of birth and address match your account exactly.
4. Upload the replacement file in the format the form accepts.
5. Submit one document at a time and wait for the status to change before adding another.
6. Keep a copy of every file you send so you can resend it if needed.
7. Write a short note to support naming the document and the rejection message.

Contact support when a clear, valid document is rejected more than once without a reason.

Deposit left the bank but is not on the balance

The player sees the money gone from the bank account while the casino balance still shows the old figure.

• The payment is still moving between the bank and the casino.
• The deposit went to an old payment detail saved in the browser.
• The payment was made from an account that is not in the player’s name.
• A step in the payment flow was closed before the confirmation screen appeared.
• The deposit is held for a manual check because of its size or pattern.

1. Check the bank statement again after a short wait to see if the payment is still pending.
2. Open the transaction history in your account and look for the deposit entry.
3. Compare the amount and the reference on the bank statement with the casino record.
4. Confirm that the payment method belongs to you and matches your account name.
5. Repeat the deposit only after the first one is confirmed as failed, not while it is pending.
6. Save screenshots of the bank statement and the casino transaction list.
7. Send both screenshots to support with the date and the amount of the deposit.

Contact support when the bank shows the payment as completed but the casino has no record of it.

Login fails or the account is locked

The player sees the login form return an error or a message that the account is locked after several attempts. A common cause is a password typed with the wrong keyboard layout or saved with an old autofill entry. Use the password reset on spinbit-casino.co.nz/ to regain access without waiting for support.

• The password was mistyped repeatedly and the lock is a security measure.
• The browser autofill is sending an old password.
• The email address used at sign-up is different from the one being typed.
• The account is under review after a change of details or a payment check.
• Two-factor authentication is enabled and the code is not being accepted.

1. Stop trying the same password and use the reset link on the login page instead.
2. Type the email address exactly as it was entered at registration.
3. Open the reset email and set a new password that you have not used before.
4. Clear the saved password in your browser so autofill cannot send the old one.
5. Disable autofill for the site and type the new password by hand.
6. If you use two-factor authentication, check the time on your phone and request a fresh code.
7. Try a private browsing window on your phone to rule out stored data.
8. Write to support with your username and the exact error message if the lock remains.

Contact support when the reset email does not arrive or the account stays locked after a successful reset.

Quick Reference

The table below lists each problem with its usual cause and the first check to make.

A missing bonus usually comes down to the deposit amount or the code, so keep the receipt. Verification problems are almost always about image quality, not about the document itself. A deposit that has left the bank is often still in transit, so the transaction history is the place to look first. Login locks are a security reaction and clear quickly with a reset and fresh typing. Free spins sit inside the named slot and do not show in other games. Each of these checks gives support the details they need when a problem remains.

Keep your account details, documents and deposit receipts in one place so every check starts from a known state.