You tap the deposit button and the bank page closes with no balance change, or the login form spins and returns an error. The most common cause sits between the bank and the casino: a pending transfer that has not reached the player account yet.

Money Left the Bank but Not the Casino Balance

The player sees a debit on the bank side while the balance on the site stays unchanged after a deposit.

• The bank transfer is still pending and has not been sent.
• The deposit went to a saved payment detail that no longer matches the account.
• A casino bonus was attached and the funds sit in a separate bonus balance.
• The player is logged into a different account from the one used to pay.
• A network drop broke the confirmation step before the payment was recorded.

1. Open the banking section of the player account and find the transaction history.
2. Compare the date and reference of the bank debit with the casino entries.
3. Note the exact status shown next to the deposit.
4. Switch off any bonus you selected and place the deposit again as a plain cash payment.
5. Log out and back in, so the balance reloads from the server.
6. Clear the phone browser cache, then load the account once more.
7. Try a single small test deposit through the same method.
8. Confirm that the bank shows the money as completed rather than pending.
9. Keep a screenshot of the bank debit and the casino history side by side.
10. Check that no second account exists with a different email address.
11. Repeat the balance check after a fresh login rather than a page refresh.
12. Write down the reference number of every unresolved deposit.
13. Pause further deposits until the earlier one appears or support replies.

Contact support when the bank shows the payment as completed but the player account still has no matching entry.

Deposit or Withdrawal Declined by Limits

A payment is refused at the final step with a message about limits, and the player cannot tell which limit applies.

• The requested amount falls below the minimum allowed for that payment route.
• The amount goes above the maximum for a single transaction or an account.
• The player has not reached the minimum withdrawal level required.
• A new account is subject to stricter limits until it has more history.
• The chosen payment route has a narrower range than the casino itself.

1. Note the exact amount that was declined before changing anything.
2. Try a smaller sum that is clearly above the lowest accepted deposit.
3. Switch to another payment route, since each route carries its own range.
4. For withdrawals, check whether the account has met the minimum required level.
5. Read the message in full; it usually names the limit that was hit.
6. Split a large cashout into smaller requests only if that is allowed for the account.
7. Keep unspent bonus funds out of the cashout, because they can block a request.
8. Remove a saved payment detail that has expired and add it again.
9. Log in to spin-palace.it.com on the phone browser and repeat the request there.
10. Take a screenshot of any error text before closing the window.
11. Check the email inbox for a message explaining why the request was refused.
12. Wait for the declined request to clear before submitting a new one.
13. Stay within the same currency across the bank and the player account.

Contact support when a request inside the stated range is still refused after a retry.

Games and Pages That Fail to Load on a Phone

The player opens the page on a phone browser and gets a blank screen, a stuck spinner or a game that closes on its own.

• A weak mobile connection drops the game files halfway through loading.
• The browser has old cached data from a previous session.
• A script or ad blocker stops part of the page from running.
• The phone browser is out of date or does not support the game format.
• Several tabs and background apps use up the phone memory.

1. Close every open tab except the one with the site.
2. Switch from mobile data to Wi-Fi and reload.
3. Clear the browser cache and cookies for the site.
4. Turn off content blockers for the page and reload again.
5. Update the phone browser to its current version.
6. Try the same page in a second browser to see if the fault follows the browser.
7. Restart the phone so memory is freed before the game loads.
8. Load the lobby first and open the game from there, not from a saved link.
9. Keep the phone screen on during loading; a lock can interrupt it.
10. Avoid switching between apps while a game is starting.
11. Check that the phone has enough free storage for temporary files.
12. Note which games fail and whether the lobby itself still loads.
13. Repeat the load once more after a few minutes to rule out a brief outage.

Contact support when the lobby loads but the same games keep failing across two browsers and two connections.

Identity Verification Stuck or Documents Rejected

The player uploads documents and the account stays in review, or a document is returned as unacceptable with little detail.

• A photo is blurry, cropped or shows glare across the text.
• The document has expired or the corners are cut off in the image.
• The name or address differs from the details on the player account.
• Only one side of a two-sided document was sent.
• The file format or size falls outside what the upload form accepts.

1. Open the verification area and read which document is still marked as pending.
2. Photograph the document flat on a table in daylight, with all four corners visible.
3. Use the original document, not a copy of a copy.
4. Make sure no light reflects on the photo or security features.
5. Send both sides when the document has information on each side.
6. Match the name spelling exactly to the account details.
7. Send proof of address that carries the same name and address as the account.
8. Upload one file per requested slot instead of combining several.
9. Convert the image to a common format if the upload form refuses it.
10. Submit again only once, then leave the request to be reviewed.
11. Keep the original files, because support may ask for them again.
12. Wait for the review outcome before starting a withdrawal.
13. Note the date and reference of each submission you make.

Contact support when a document is rejected twice with no clear reason or the review shows no change after a fresh login.

Keep one habit that avoids most of these issues: use the same name, currency and payment route on the bank side and the player account from the very first deposit.