You tap withdraw and the screen shows a pending status that does not change, leaving your funds in limbo; the most common cause is an unfinished identity check. Or you try to log in and see a message that your account is locked after too many attempts, often because a saved password no longer matches.
Why a withdrawal stays pending and what you can do
You request a withdrawal and the status remains pending longer than you expected. If you play at https://xtraspinuk.eu.com, that pending state usually means the request is waiting for a security or identity review before it moves to processing.
- Your identity documents have not been submitted or are still under review.
- The payout method you chose does not match the name on your account.
- You have an active bonus with playthrough still remaining.
- You requested a withdrawal before your deposit fully cleared.
- There is a mismatch between your registered address and your proof of address.
- Open your account and go to the withdrawal history to see the exact status of your request.
- Check whether any bonus is still active on your account, because bonus funds must be played through before withdrawal.
- Look for a notification asking for identity documents and upload clear photos if needed.
- Make sure the name on your payment method matches the name on your account exactly.
- If you recently changed your address, submit a new proof of address that shows the same details.
- Confirm that your deposit has fully cleared and is not still pending on your bank or payment provider side.
- Remove any expired or unused payment methods from your account to avoid confusion.
- Check that you have not made a withdrawal request while a deposit is still being processed.
- Review your account for any security holds, such as a recent password change or new device login.
- If you used a card, ensure it has not expired since you registered it.
- Look for an email or on-site message from the security team requesting more information.
- Respond to any such request with the documents asked for, using the same email address registered on your account.
- After submitting documents, allow the review to complete before making another request.
- If everything looks clear but the status is still pending, note the request reference number.
- Contact support only after you have checked the above and the pending status has not changed.
Contact support if your withdrawal remains pending after you have completed all verification steps and confirmed there are no active bonuses.
When a deposit or withdrawal is declined due to limits
You try to deposit or withdraw and the system declines the transaction, showing a message about limits. This often happens because the amount falls outside the allowed range for your account or payment method.
- The amount is below the minimum or above the maximum allowed for that payment method.
- You have reached a daily, weekly or monthly transaction limit.
- Your account is new and has lower limits until verified.
- You are trying to withdraw more than your current balance or available funds.
- Your payment provider has its own limits that differ from the casino’s.
- Check the amount you entered and compare it with the limits shown for your chosen payment method on the deposit or withdrawal page.
- If the amount is too high, try a smaller amount that fits within the limit.
- If the amount is too low, increase it to meet the minimum requirement.
- Review your transaction history to see if you have reached a daily or weekly cap.
- If you have reached a cap, wait until the next period before trying again.
- Complete any outstanding identity verification, as verified accounts often have higher limits.
- Try a different payment method that may have different limits.
- Make sure your account balance covers the withdrawal amount plus any fees.
- If you are depositing, confirm that your payment method has sufficient funds and is not blocked by your bank.
- Check for any pending transactions that might count toward your limit.
- If you have multiple accounts, ensure you are not accidentally using one that has restrictions.
- Look for on-screen messages that specify which limit was exceeded.
- Adjust your request according to the message and try again.
- If the decline persists, take a screenshot of the error message.
- Contact support with the screenshot and details of the transaction if the issue continues after adjusting the amount.
Reach out to support if you cannot resolve the limit issue by adjusting the amount or waiting for the limit period to reset.
Cannot log in or account locked after failed attempts
You enter your username and password and see an error, or after several tries your account is locked. This is usually caused by incorrect credentials or a security lock triggered by multiple failed logins.
- You are typing the wrong password or username.
- Caps lock is on or your keyboard layout is set incorrectly.
- You have forgotten your password.
- Your account was locked after too many failed attempts.
- You are using an old password after changing it recently.
- There is a temporary security hold due to suspicious activity.
- Double-check that caps lock is off and you are typing the correct username.
- Try typing your password slowly, ensuring special characters are correct.
- If you have forgotten your password, use the ‘forgot password’ link on the login page.
- Follow the instructions to reset your password via email or SMS.
- If you do not receive the reset email, check your spam folder.
- Make sure you are using the email address associated with your account.
- After resetting, log in with the new password.
- If your account is locked, wait for the lockout period to pass, which is usually temporary.
- Do not keep trying to log in while locked, as this may extend the lock.
- Clear your browser cache and cookies, then try again.
- Try logging in from a different browser or device to rule out local issues.
- If you use a password manager, ensure it has the latest password saved.
- Check that your account is not under a security review by looking for any messages after login.
- If you suspect unauthorized access, change your password immediately.
- Take note of any error messages for support.
- Contact support if you cannot reset your password or if the lock does not lift after a reasonable time.
Contact support if you have tried resetting your password and waiting for the lock to clear, but still cannot access your account.
Welcome bonus or free spins not credited
You sign up or make a qualifying deposit expecting the welcome bonus or free spins, but they do not appear in your account. This often happens because the bonus code was not entered or the deposit did not meet the required conditions.
- You did not enter the bonus code during registration or deposit.
- The deposit amount was below the minimum required for the bonus.
- You have already claimed a welcome bonus in the past.
- The bonus was credited but expired before you noticed.
- You made the deposit using a method that is excluded from bonus eligibility.
- Check your account’s bonus section to see if the bonus is listed as active or expired.
- Review the welcome bonus conditions to confirm the minimum deposit and any code required.
- If you forgot to enter the code, contact support to see if it can be applied manually.
- Make sure your deposit was completed and not reversed.
- Verify that you used an eligible payment method for the bonus.
- If you have not yet made a deposit, do so with the correct code if required.
- Check your email for a confirmation of the bonus credit.
- Look for any notifications on the site about bonus delays.
- If the bonus is time-limited, ensure you claim it within the validity period.
- Try logging out and back in to refresh your account status.
- If you have multiple accounts, ensure you are not trying to claim the bonus on a second account.
- Confirm that you have not previously claimed a welcome bonus on this account.
- If you meet all conditions and the bonus is still missing, gather screenshots of your deposit and bonus page.
- Contact support with the screenshots and details of your deposit.
- Wait for support to investigate before making further deposits.
Contact support if you have met all the bonus conditions and the bonus is still not credited after a reasonable wait.
Keep your account details up to date and complete verification early to avoid most of these problems.
