A declined payment message or a withdrawal stuck on pending is what you see right now, and the most common cause is a mismatch between your payment details and your account profile. The sections below explain what triggers each problem and what you can do about it.
Payment Declined Because of Limits or Verification
A declined deposit or withdrawal on www.spinpalace.gr.com usually points to a limit or a verification gap that the system applies automatically. Players see the decline message on the cashier screen, and the payment does not move.
- The deposit or withdrawal amount falls outside the limit set for your account level.
- Your identity documents have not been submitted or are still waiting for review.
- The payment method you chose does not match the name on the account.
- You have reached a daily, weekly or monthly cap on transactions.
- Your account has a temporary restriction because recent activity looks unusual.
- Open the cashier and note the exact message shown on the declined transaction.
- Reduce the amount and try again with a smaller figure.
- Check that the name on your payment method matches the name on your Spin Palace casino account.
- Submit a clear photo of your ID and a recent utility bill if those documents are missing.
- Wait for the document check to finish before you attempt another transaction.
- Remove any saved payment method that belongs to another person.
- Try a different payment method that is available in your country.
- Log out and back in to refresh your session before retrying.
- Confirm that your account email and phone number are current in your profile.
- Use the same currency for deposits and withdrawals to avoid conversion errors.
- Split a large withdrawal into smaller requests if the limit blocks the full amount.
- Keep a note of the reference number for every declined attempt.
- Contact support with those reference numbers if the decline repeats after you fix the obvious causes.
Reach out to support when the decline continues after you have matched names, submitted documents and reduced the amount.
A Withdrawal Still Pending After the Expected Window
When a withdrawal shows as pending longer than you expected, the request is usually waiting on a document check or an internal review that pauses the release. The money has left your playable balance but has not yet been sent.
- Your account is going through identity verification for the first time.
- The withdrawal is queued behind a manual review of recent play.
- You have an active bonus with playthrough still attached to the balance.
- Your payment method cannot receive the amount requested.
- There is a mismatch between the withdrawal method and the deposit method.
- Open your transaction history and confirm the current status of the pending withdrawal.
- Check whether any bonus playthrough is still active on your account.
- Submit any missing identity or address documents through the cashier.
- Make sure the withdrawal method can accept the amount you requested.
- Withdraw to the same method you used to deposit where that option exists.
- Cancel and resubmit the request only if the cashier allows it and the status is stuck.
- Avoid making new deposits while the withdrawal is under review.
- Avoid starting new bonus offers until the current withdrawal clears.
- Confirm your bank details or wallet address are correct in your profile.
- Keep the withdrawal reference number visible for support.
- Wait for the review window to pass before you assume the request has failed.
- Contact support if the status has not changed after the review window.
- Ask support to confirm which document or condition is still blocking the release.
Contact support when the withdrawal remains pending after the review window and all documents are approved.
Login Fails or the Account Is Locked
A locked account or a login error after failed attempts usually means the security system has paused access after too many wrong passwords or a suspicious login location. The screen shows a message that the account is temporarily unavailable.
- You entered the wrong password more times than the system allows.
- Two-factor authentication codes are not arriving or are being entered after they expire.
- Your browser or phone is holding an old session cookie.
- You are logging in from a new country or a new device.
- Someone else tried to access your account, and the lock is a protective measure.
- Stop trying to log in and wait for the lock to clear on its own.
- Use the password reset link sent to your registered email.
- Open your email and check the spam folder for the reset message.
- Create a new password that you have not used on this account before.
- Clear the browser cache and cookies on your phone or computer.
- Try the phone browser instead of a saved bookmark if the page will not load.
- Enter any two-factor code immediately after you receive it.
- Check that your device date and time are set automatically.
- Log in from a network you have used before if the location looks unfamiliar.
- Do not share your password or 2FA codes with anyone.
- Write down the exact error text shown on the login screen.
- Contact support with that error text if the reset does not restore access.
- Ask support to confirm whether a security lock or a verification hold is on the account.
Contact support when the password reset fails or the account stays locked after you have cleared the browser and entered a fresh 2FA code.
Welcome Bonus or Free Spins Not Credited
A bonus screen that shows no credit after you registered or deposited usually means a condition on the offer was not met, such as a missing code or an unverified account. The bonus balance stays at zero while your deposit has already gone through.
- The bonus code was not entered at the time of the deposit.
- Your account was not verified when the deposit was made.
- The deposit amount was below the level the offer requires.
- You have already claimed a welcome offer on this account.
- The offer expired before your deposit was processed.
- Open the bonus section and confirm whether the offer is still listed as available.
- Check that you entered the bonus code in the correct field before confirming the deposit.
- Verify your identity if the bonus is tied to a verified account.
- Make sure the deposit amount meets the condition for the offer.
- Confirm you have not claimed the same type of offer before.
- Log out and back in to refresh the bonus balance on the screen.
- Check the bonus history page for a record of the claim.
- Take a screenshot of the bonus page and your deposit receipt.
- Do not start playing with the deposit if you plan to dispute the missing bonus.
- Avoid claiming a second offer while the first is unresolved.
- Contact support with the screenshot and the deposit reference.
- Ask support to confirm which condition was not met on the claim.
- Wait for support to apply the bonus manually if the claim was valid.
Contact support when the bonus is missing after you have checked the code, the amount and your verification status.
Keep your profile details, documents and payment names consistent from the first deposit, and most of these problems never start.