Xtraspin problems: stuck KYC, missing bonuses and uncredited deposits

You expect the balance, the free spins and the layout to match the casino you used before, and instead a document review sits unfinished or a payment goes missing. Most of these cases trace back to an account status, a bonus condition or a payment stage that has not finished yet.

Identity checks that stay stuck or get rejected

The player uploads a passport photo and the account stays in review, or the document comes back marked as rejected with no clear reason.

• The photo is blurred, cropped or shows glare over the text.
• The name on the document does not match the name entered at registration.
• Only one side of an ID card was sent when both sides were needed.
• The proof of address is older than the operator accepts or shows a different address.
• The file format or size falls outside what the upload form takes.

1. Photograph the document on a flat, well-lit surface and keep all four corners in the frame.
2. Compare the spelling of your name with the profile and correct any mismatch before uploading again.
3. Send both sides of a card-style ID in the same request.
4. Use a proof of address that shows your full name and current address clearly.
5. Upload one file at a time and wait for the confirmation message before sending the next.
6. Save images as a common format such as JPG or PDF if the upload keeps failing.
7. Check that the account has no second pending request, since duplicates slow the queue.
8. Make sure the account details are complete, because a missing field holds the review.
9. Confirm the email address on the account, as replies about the review go there.
10. Allow the review to run before sending the same document again.
11. Keep the original files, because a new copy may be requested after a rejection.
12. Read the rejection notice for the specific reason and address only that point.
13. Submit a fresh document rather than a screenshot of an old one.
14. Note the date of each upload so you can describe the sequence later.

Contact support when a rejection notice gives no reason or the same document is refused twice without explanation.

Welcome offer and free spins that never arrived

The player registers or deposits with an offer in mind and the balance or spin count shows nothing extra.

• The deposit was made without the offer selected or the code entered.
• The deposit fell below the minimum the offer requires.
• The bonus was already claimed on an earlier account.
• The offer applies only to a first deposit, and this was a later one.
• The account still has a pending identity check.

1. Open the offers area and confirm whether the bonus is listed as active, pending or absent.
2. Check that the deposit was made after opting in, since a payment made first cannot be linked.
3. Confirm the payment met the minimum for that offer.
4. Enter the code exactly as shown, including capital letters, if one is required.
5. Look for spins credited to a specific game rather than the main balance.
6. Refresh the page or sign out and back in so the balance reloads.
7. Check the bonus history for a claim that shows as used.
8. Complete any open identity step, because a pending review can hold an offer.
9. Make sure no other bonus is active, as most offers cannot run together.
10. Confirm the deposit itself reached the balance before expecting the extra amount.
11. Note the time of the qualifying deposit and the amount for your message.
12. Retry the claim only once, since repeated attempts can flag the account.
13. Keep a screenshot of the offer page as it appeared when you joined.
14. Compare the spins you received with the number stated in the offer.

Contact support when the offer is marked active but nothing appears after a full sign-out and sign-in.

Deposits taken by the bank but missing from the balance

The bank shows the payment as completed while the casino balance stays unchanged.

• The payment is still moving between the bank and the operator.
• The deposit went to an account that does not match the registered name.
• The payment was sent twice after a page reload.
• A bonus claim is holding the funds until a condition is met.
• The account has an open review that pauses credits.

1. Look at the transaction history inside the account before doing anything else.
2. Compare the reference on the bank statement with the reference in the history.
3. Allow the transfer to settle, as a bank confirmation is not the same as a completed credit.
4. Confirm the name on the payment account matches the profile exactly.
5. Check for a duplicate payment and note both entries if one exists.
6. Avoid sending a second deposit while the first is unresolved.
7. See whether an active offer is holding the amount until a condition is met.
8. Complete any outstanding identity step, since an open review can stop credits.
9. Note the amount, the time and the reference from your statement.
10. Keep the bank confirmation in case it is requested. Players who signed up through https://xtraspin-uk.eu.com/ can use the same account history to trace the payment.
11. Sign out and back in so the balance reloads from the server.
12. Check the transaction history again after the reload.
13. Write one clear message with the amount, time and reference.
14. Wait for the reply before sending a follow-up on the same payment.

Contact support once the bank marks the payment as completed and the history still shows nothing.

Games and pages that fail on a phone browser

A game freezes on the loading screen, the page jumps or the buttons stop responding on the phone.

• A weak mobile connection drops the game mid-load.
• An outdated browser renders the page incorrectly.
• Cached data from an earlier visit conflicts with the current page.
• Too many open tabs use up the phone’s memory.
• A background app interrupts the browser.

1. Switch between Wi-Fi and mobile data to see which stays stable.
2. Close every other tab and reopen the page in a single tab.
3. Clear the browser cache and cookies for the site.
4. Update the browser to its current version.
5. Turn the phone off and on to free memory before loading a game.
6. Close battery-saving tools that pause background activity.
7. Load one game at a time instead of several in different tabs.
8. Try another browser to see whether the problem follows the app or the device.
9. Lower the screen brightness and disable rotation if the layout breaks.
10. Free storage space on the phone, as a full device slows rendering.
11. Disable any content blocker that may stop game files from loading.
12. Retry the game after a short pause rather than tapping repeatedly.
13. Note which games fail and whether all of them or only some do.
14. Test the same page on another device to narrow down the cause.

Contact support when one game fails on every browser and device while the rest of the site works.

Keep your profile name, address and payment details identical everywhere, and complete identity steps before your first deposit, so most holds never start.