Why does the screen stay blank or the game spin forever? The most common cause is a browser or connection problem that blocks the casino from loading properly.
Site or Games Not Loading on Your Phone
Players see a white screen, a spinning wheel, or an error message instead of the game lobby. This usually comes from one of several fixable issues.
- Weak or unstable internet connection
- Outdated phone browser
- Too many cached files and cookies
- Browser extensions that block scripts
- Server overload during peak hours
- Switch from Wi-Fi to mobile data, or the reverse, to test the connection.
- Close all other tabs and apps that might use bandwidth.
- Restart the phone completely to clear temporary glitches.
- Open the casino site in a private or incognito window.
- Update the browser to the latest version in the phone settings.
- Clear the browser cache and cookies for the casino domain.
- Disable ad blockers or privacy extensions temporarily.
- Try a different browser, such as Safari or Chrome.
- Ensure the phone operating system is up to date.
- Wait a few minutes and reload the page during peak hours.
- If the problem persists, access the site through https://leoncasino-nz.com from a desktop to see if the issue is phone-specific.
Contact support if the site fails to load on every device and network you try.
Welcome Bonus or Free Spins Not Credited
Players see their account balance unchanged after making a deposit or entering a promo code. This often happens because a requirement was missed or the bonus triggered late.
- Deposit not yet processed by the payment provider
- Bonus code entered incorrectly or in the wrong field
- Eligibility rules, such as a minimum deposit, not met
- Free spins credited only after the first real-money bet
- Technical lag between the casino and the game provider
- Check your transaction history to confirm the deposit reached the casino.
- Refresh the account page and wait five minutes before acting.
- Re-enter the bonus code exactly as shown in the promotion.
- Read the offer description to see if free spins arrive automatically or need activation.
- Make a small real-money bet if the terms require one first.
- Verify that your account email is verified and your details are current.
- Log out and log back in to refresh your bonus balance.
- Contact live chat and provide your username and deposit reference.
- Ask whether the bonus was attached to the correct payment method.
- Check if the offer is valid only for new players, not existing ones.
- If the bonus still does not appear, ask support to manually credit it.
Contact support if the bonus is missing for more than a few hours.
Withdrawal Pending Longer Than Expected
Players see the withdrawal status stuck on “pending” for days without movement. This usually means a verification or processing step has not been completed.
- Account verification (KYC) not finished before the request
- Withdrawal method has its own review time
- Bonus wagering requirements still active
- Bank or payment provider delays outside the casino
- A mistake in the withdrawal details, like the wrong account number
- Review your pending withdrawal in the cashier to see the current status.
- Confirm that your identity documents were approved before withdrawing.
- Check if any active bonus blocks the withdrawal until wagered.
- Verify that the withdrawal amount matches your account balance.
- Re-enter the payment details to ensure they match your account name.
- Cancel a pending withdrawal only if you can resubmit it correctly.
- Wait a full business day, as weekends often slow processing.
- Check your email for requests for additional documents.
- Contact support to ask for a specific status update.
- Ask the payment provider if you can see pending transactions on their side.
- If the withdrawal was split into parts, track each part separately.
- Keep records of the submission date and any support replies.
Contact support if the status has not changed after the displayed processing period.
Identity Verification Stuck or Documents Rejected
Players see a rejection message for a document they uploaded, or the verification status stays in review. This usually means the file quality or content does not meet the required standard.
- Blurry or low-resolution photo of the document
- Expired ID or passport
- Address proof older than the allowed window
- Name on the document does not match the account
- File format not supported by the uploader
- Take a clear photo in natural light with no shadows.
- Show the full document, all four corners, and all text.
- Upload the file in JPEG or PNG format, not HEIC.
- Use a current ID that has not expired.
- Make sure the name on the document matches your account name exactly.
- For address proof, use a utility bill or bank statement from the last few months.
- Ensure the document is not edited or covered by fingers.
- Submit the same document type that the casino asks for, not a different one.
- Re-upload after checking the rejection reason in the message.
- Contact support to ask which specific part failed.
- Resubmit with a different document if the first one is repeatedly rejected.
Contact support if verification is still unresolved after a few attempts.
To prevent most of these problems, keep your phone browser updated, your documents ready, and your personal details correct before you start.
