You tap the Spinbit login button and the page hangs, or you open a game and the reels freeze before the first spin. The most common cause is a mismatch between the player’s registration details and the documents or payment method used on the account.

Identity verification stuck or documents rejected

The player sees a pending review notice or a rejection message on the verification screen. Likely causes are:

• The photo of the document is blurry, cropped or shows glare.
• The name on the document does not match the account name exactly.
• The document has expired or the address proof is older than accepted.
• The file format or size is outside what the upload form accepts.
• Parts of the document are covered by a finger or a reflection.

What to do:

1. Open the verification section from the account menu and note which document type is requested.
2. Place the document on a flat, well-lit surface and avoid using a flash.
3. Capture all four corners and the full text of the document in one frame.
4. Use the original file from your phone or scanner rather than a screenshot of a screenshot.
5. Check that the first name and surname match the account exactly, including middle names.
6. Upload the file in the format the form shows and keep it under the size limit.
7. For address proof, use a document that shows your name and current address clearly.
8. Submit one document at a time and wait for the status to change before adding more.
9. If a document is rejected, read the reason and fix only that issue before resubmitting.
10. Do not send the same document again unchanged, as it will be rejected again.
11. Keep a copy of everything you upload in case you need to refer to it later.
12. Make sure no other account in your household has used the same document.
13. If you changed your name legally, upload the supporting certificate together with the ID.
14. Allow the review to complete without uploading duplicates in the meantime.

Contact support only after you have corrected the specific rejection reason and the status still has not changed.

Site and games not loading on a phone browser

The player sees a blank screen, spinning loader or a game that stops mid-round on the phone. Likely causes are:

• A weak mobile connection or a switch between Wi-Fi and mobile data.
• An outdated phone browser that cannot run the game scripts.
• Cached data from a previous session conflicting with the current page.
• A browser extension or private mode blocking parts of the site.
• Too many tabs open and limited phone memory.

What to do:

1. Reload the page once and wait for the loader to finish before tapping anything.
2. Switch to a stable Wi-Fi network or a strong mobile data signal.
3. Clear the browser cache and cookies for the site, then sign in again.
4. Update your phone browser to the latest version available for your device.
5. Disable private browsing or tracking blockers for the session.
6. Close other tabs and background apps to free memory.
7. Try a different browser on the same phone to see if the problem follows the browser.
8. Open a single game rather than launching several at once.
9. If a game freezes, close it and reopen it from the lobby instead of refreshing the game window.
10. Check that your phone has enough free storage for browser data.
11. Restart the phone to clear temporary network and memory issues.
12. Log out and back in to refresh your session token.
13. Use spinbit-aus.com/ in the phone browser and compare whether the lobby loads while a specific game does not.
14. Avoid switching networks in the middle of a game round.

Contact support if the lobby loads but one specific game fails on every browser you try.

Withdrawal pending longer than expected

The player sees a pending status on the withdrawal and the balance has already been reduced. Likely causes are:

• Verification is incomplete or a document is still under review.
• The withdrawal method does not match the deposit method used.
• A bonus is active and its conditions have not been met.
• The account has a pending security check or a recent password change.
• The request was submitted outside the processing schedule.

What to do:

1. Open the withdrawal history and note the exact status shown.
2. Complete any outstanding verification step before contacting anyone.
3. Check that the payout method belongs to you and matches your deposit route.
4. Review whether an active Spinbit bonus still has conditions attached to your balance.
5. Cancel and resubmit the request only if the status allows it and you have fixed the cause.
6. Make sure you have not requested a second withdrawal while the first is pending.
7. Confirm that your account email and phone number are current.
8. Wait for the stated review period before assuming the request is lost.
9. Do not send multiple messages about the same request, as this can slow the queue.
10. Keep the withdrawal reference number from the history screen.
11. If you changed your password recently, allow the security hold to clear.
12. Check that no chargeback or failed deposit is linked to the account.
13. Confirm the payout details are entered exactly as they appear on your account.
14. Contact support with the reference number if the status has not moved after the review period.

Contact support once you have confirmed that verification is complete and the method matches, and the request is still pending.

Cannot log in or account locked after failed attempts

The player sees an invalid credentials message or a locked account notice after several tries. Likely causes are:

• Wrong password or a recent password change not yet synced.
• Caps lock or a keyboard layout switching characters.
• Too many failed attempts triggering a temporary lock.
• Login attempted from a new device or location.
• An old saved password in the browser autofill.

What to do:

1. Type the password manually instead of using autofill.
2. Check caps lock and the keyboard language before trying again.
3. Use the password reset link sent to your registered email.
4. Open the reset link on the same device you use to log in.
5. Set a new password that you have not used on the account before.
6. Wait for the temporary lock to expire before attempting again.
7. Clear saved passwords for the site in your browser.
8. Try logging in from the device you normally use.
9. If you use a VPN, turn it off and retry.
10. Check that your email inbox is not filtering the reset message into spam.
11. After a successful reset, log in once and confirm the account opens.
12. Do not share the reset link or password with anyone.
13. Contact support if the reset email never arrives or the lock persists after waiting.

Contact support when you have completed the reset and the account still shows as locked.

Keep your registered name, address and payment details identical across the account and every document you upload, since that single habit prevents most verification and withdrawal delays.