“Why is my withdrawal still pending?” is the question most players type after seeing a pending status that will not move, and in most cases the cause is an unfinished identity check or a bonus condition tied to the balance. The same pattern applies to money and games that seem lost: something in the account state does not match what the player expects.
Withdrawal stuck in pending status
The player sees the withdrawal marked as pending while the balance has already been reduced, and the status does not change between visits to the account page.
- The identity check has not been completed, so the request waits in the queue.
- A bonus is still active and its conditions have not been met, which blocks the payout.
- The payout details on the account do not match the name on the identity documents.
- Several withdrawal requests were sent in a row, and each one is handled separately.
- The account is under a routine review because of unusual activity or a change of payment details.
- Open the transaction history and note the exact status of the request rather than the balance alone.
- Confirm that the identity check is complete and that no document is still waiting for review.
- Check whether a bonus is active on the account; an unfinished bonus keeps the money locked.
- Compare the payout details with the name and address on the account.
- Make sure the account holds no other pending withdrawal that overlaps with this one.
- Complete every open bonus condition before sending a new request.
- Use the same payment route for the payout that was used for the deposit where the casino requires it.
- Stop sending repeated requests; each new one adds work to the queue.
- Look at the account messages, because a request for documents is often posted there.
- Reply to any document request with clear, uncropped images of the requested papers.
- Wait for the review to finish before changing payment details again.
- Keep the confirmation of the request in case the status stays unchanged.
Contact support once the identity check is complete, no bonus is active, and the request still shows pending after the stated review period.
Deposit taken by the bank but missing from the casino balance
The bank statement shows the payment as completed, yet the casino balance does not include it.
- The payment is still being confirmed between the bank and the casino’s payment provider.
- The deposit went to a different account, such as an old player profile.
- The payment was sent with details that do not match the casino account.
- A bonus code or bonus condition changed how the deposit was applied.
- The bank placed a hold on the transaction for its own checks.
- Refresh the balance and the transaction history after a short wait before doing anything else.
- Check the transaction history for an entry with the same amount and status.
- Confirm that the deposit was made to the correct player account, not a second profile.
- Compare the payment details used with the ones saved on the account.
- Look for a bonus attached to the deposit that changed its destination or split it.
- Ask the bank whether the payment is completed or still held on its side.
- Keep a screenshot or receipt of the bank transaction showing the amount and reference.
- Avoid sending a second deposit to “test” the balance, because it can double the confusion.
- Note the reference number of the payment, which support will ask for.
- Send the payment reference to support together with the account username.
- Wait for the payment provider’s confirmation before requesting a manual credit.
Contact support as soon as the bank confirms the payment is complete and the casino history still shows no matching entry.
Welcome bonus or free spins not credited
The player registers or deposits for the welcome offer and sees a normal balance with no bonus and no free spins.
- The bonus code was missing, mistyped, or entered after the deposit was confirmed.
- The deposit did not meet the minimum needed for the offer.
- The account was not fully confirmed when the deposit arrived.
- A previous bonus was still active, so the new one could not be attached.
- The free spins were credited to a specific game rather than to the whole account.
- Log in to https://www.spin-boss.jpn.com/ and open the bonus section of the player account.
- Check whether the welcome offer is listed as active, used or expired.
- Confirm that the bonus code was entered at the right moment in the deposit flow.
- Check that the deposit met the minimum amount required by the offer.
- Make sure no other bonus was active when the deposit was made.
- Look for the free spins inside the named game, not only in the account balance.
- Complete any unfinished account confirmation step that could have held the bonus.
- Restart the session and reopen the bonus page, because the credit sometimes appears only after a fresh login.
- Note the date and amount of the qualifying deposit for the support message.
- Send support the username, the bonus name and the deposit reference.
- Do not claim a second welcome offer on a new account, since duplicate accounts break the bonus rules.
Contact support when the qualifying deposit is confirmed, no other bonus is active, and the welcome offer still does not appear.
Site and games that will not load on a phone
The player opens the site in the phone browser and sees a blank page, a spinning loader, or a game that closes on its own.
- The phone browser is outdated or holds cached files from an earlier version of the site.
- The connection is weak or switched between mobile data and Wi-Fi during loading.
- A game provider’s content is blocked by a network setting or an extension.
- Too many tabs or background apps have taken the memory the game needs.
- The site is under maintenance for a short period.
- Reload the page once and wait for the loader to finish before tapping anything.
- Close the tab and open the site again in a fresh tab.
- Clear the browser cache and cookies for the site.
- Switch to a stable connection and keep it for the whole session.
- Update the phone browser to its current version.
- Turn off content blockers or private-mode restrictions for the site.
- Close other tabs and background apps to free memory.
- Try another browser on the same phone to see whether the issue follows the browser.
- Open a different game to check whether the problem is limited to one provider.
- Restart the phone if games still close during play.
- Log out and back in, then open the game directly instead of through a saved link.
Contact support when other websites load normally on the phone, the browser is current, and the same game still fails after a restart.
Quick Reference
The table maps each problem to its usual cause and the first check a player should make.
| Problem | Usual cause | First check |
|---|---|---|
| Withdrawal pending | Identity check unfinished | Document status on the account |
| Deposit missing | Payment still being confirmed | Transaction history entry |
| Welcome bonus missing | Bonus code not entered | Bonus section of the account |
| Free spins missing | Credit tied to one game | The named game’s balance |
| Games not loading | Outdated browser or cache | Fresh tab after clearing cache |
A pending withdrawal almost always waits on documents, so finishing the identity check early removes the most common delay. Missing deposits usually resolve themselves once the payment provider confirms the transfer, which is why a second deposit rarely helps. Bonus problems tend to come from a code entered too late or a deposit below the offer minimum. Free spins live inside the named game, so the account balance alone can hide them. Loading problems on a phone usually trace back to the browser rather than the site. Working through the first check in each row takes a minute and points to the right next step.
Completing the identity check and confirming the account before the first deposit prevents most of these problems, because the delays and missing credits usually start with an unfinished account state.