You tried to deposit but the money left your bank and the casino balance stayed the same. The most common cause is a temporary delay between the payment provider and the casino server.

Deposit Not Showing on Balance

You see the transaction on your bank statement but the balance at Xtraspin has not changed.

  • A network delay between the payment provider and the casino.
  • The deposit was sent using a method that the casino processes in batches.
  • The currency on your account does not match the currency of the deposit.
  • The payment was flagged by the automated security check and is held for review.
  • You entered the wrong account number or email when sending the funds.
  1. Log out of your account and log back in to refresh the session.
  2. Open the transaction history inside the cashier and look for a pending or processing deposit.
  3. If the deposit shows as pending, wait a short period and refresh the page.
  4. Check that the payment method you used is listed in the casino deposit options.
  5. Go to your account settings and confirm the currency is the same one you deposited with.
  6. If the deposit still does not appear, take a screenshot of the bank confirmation.
  7. Clear your browser cache and cookies, then restart the browser and log in again.
  8. Try a different browser or a private window to rule out a local issue.
  9. Check your email for a message from the casino about a pending payment review.
  10. If none of the above helps, contact support with the transaction ID and the screenshot.

Contact support if the deposit does not appear after completing these steps and the bank confirmation shows it was completed.

Verification Stuck or Documents Rejected

You uploaded your identity documents but the verification status remains pending or the documents were rejected.

  • The photo is blurry, cut off, or has a glare from a light source.
  • The document is expired or the name on it does not match your account.
  • The document type is not accepted for verification.
  • You uploaded a screenshot or a scanned copy instead of a photo taken with a camera.
  • The file size is too large or the format is not supported.
  1. Check the email you used for registration for a message explaining why the documents were rejected.
  2. Take new photos of your documents in a well-lit room with no shadows on the text.
  3. Use a flat surface and hold the camera directly above the document.
  4. Make sure the entire document is inside the frame and all four corners are visible.
  5. Use a valid passport, driving licence, or national identity card. Do not use a student card or a work badge.
  6. For proof of address, use a utility bill or bank statement from the last few months.
  7. Save the file as a JPEG or PNG under the maximum allowed size mentioned in the upload window.
  8. Upload the documents on a desktop or laptop computer rather than a mobile device.
  9. After uploading, wait a short period and refresh the page to see the updated status.
  10. If the status still says pending or rejected, contact support with the error details.

Contact support if your documents have been rejected more than once or the verification has been pending for a long time.

Cannot Log In or Account Locked

You enter your username and password but the login fails, or the account shows a locked message after several attempts.

  • The Caps Lock key is on or the keyboard layout changed.
  • You are using an old password that you changed previously.
  • The account was locked after too many failed login attempts.
  • Your account was temporarily disabled by the security system due to suspicious activity.
  1. Click the „Forgot password” link on the login page and reset your password using the email you registered with.
  2. Type your password manually into a text editor to see if it is correct before pasting it into the login field.
  3. Turn off Caps Lock and make sure the keyboard language is set to English.
  4. Clear your browser cache and cookies, then close and reopen the browser.
  5. Use the official xtraspinuk.eu.com/ login page instead of a bookmark or a saved link.
  6. If you see a locked message, wait a short period before trying again — the lock usually lifts automatically.
  7. Check your email for a security alert or a password reset confirmation that you may have missed.
  8. If you suspect someone else accessed your account, change your password immediately and enable two-factor authentication in the security settings.
  9. Try logging in from a different device or network to rule out an IP block.
  10. If you still cannot log in, contact support from the registered email address.

Contact support if you have reset your password and still cannot log in, or if the locked message persists after waiting.

Deposit or Withdrawal Declined Due to Limits

You try to make a deposit or request a withdrawal and the system shows a decline message related to limits.

  • The amount exceeds the minimum or maximum limit for that payment method.
  • Your account has a daily, weekly, or monthly limit that has been reached.
  • The payment method has a per-transaction limit lower than what you entered.
  • You are trying to withdraw before meeting the playthrough requirement on a bonus.
  • The withdrawal method does not match the deposit method.
  1. Open the cashier and look at the limits displayed next to each payment method.
  2. Reduce the amount to the minimum shown and try again to confirm the limit is the issue.
  3. Check your account settings for any personal limits you may have set previously.
  4. If you used a xtraspin bonus code or xtraspin promo code, go to the bonus section and check the wagering progress.
  5. Withdrawals require the same method used for the deposit; pick the same method if available.
  6. If the minimum withdrawal is higher than your balance, add a small deposit to meet it.
  7. Try a different payment method that has higher limits.
  8. Look for a notification in the cashier that explains the specific reason for the decline.

Contact support if you have followed these steps and the decline still occurs without a clear explanation.

To prevent most issues, always use a stable internet connection and keep your account email and password stored in a secure password manager so you avoid repeated login attempts.

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