« Why is my Spingenie account still not verified? » is the question players type when the upload screen keeps showing the same document as pending or rejected. The usual cause is a mismatch between the details on the document and the details on the account, or a scan that the reviewer cannot read.

Verification stuck or documents rejected

The player uploads an identity document and the status stays pending or turns to rejected without a clear reason. The following conditions usually sit behind it.

• The photo is blurred, cropped or covered by glare and the text cannot be read.
• The name, date of birth or address differs from what the player entered at sign-up.
• The document has expired or only one side of a two-sided document was sent.
• The proof of address is older than the operator accepts or shows a different name.
• The file is in a format or size the upload form does not take.

1. Open the profile section and compare the saved name, birth date and address with the document.
2. Lay the document flat on a plain surface and photograph it in daylight without flash.
3. Make sure all four corners and every line of text are inside the frame.
4. Photograph both sides when the document has information on the back.
5. Send a proof of address that shows the same name and address as the account.
6. Use a recent bill or bank statement rather than a screenshot of an online page.
7. Upload each file again only after the previous one has finished loading.
8. Keep the file size and format within what the upload field accepts.
9. Wait for the status to change before sending the same document a second time.
10. Use the same person’s documents throughout, since accounts cannot be verified with another person’s papers.
11. Contact support when a document has been rejected more than once without an explanation.

Contact support when every document has been resent in a readable form and the status still does not move.

A withdrawal that stays pending

The player requests a payout and the balance shows the amount as pending while the money never reaches the bank or wallet. Most delays come from unfinished verification, a bonus condition still attached to the funds, a payout method that was never confirmed, or a request made while a previous one was open. At spingenie.uk.com a payout is only released once these conditions are met, so the request waits instead of failing.

• Identity verification is still open, so the payout cannot be approved.
• A bonus is active and its play conditions have not been completed.
• The payout method was never confirmed or does not belong to the account holder.
• Another withdrawal request is already being handled on the same account.
• The account details changed shortly before the request was made.

1. Open the transaction history and find the withdrawal entry to see its current status.
2. Finish any open verification step before sending a new request.
3. Cancel the pending request if a mistake was made, then submit a corrected one.
4. Check whether a bonus is active and complete its conditions first.
5. Confirm the payout method in the account settings and make sure the name matches.
6. Withdraw to a method held in the player’s own name.
7. Keep only one withdrawal request open at a time.
8. Leave the account untouched while the request is being reviewed, since new changes restart checks.
9. Keep the confirmation of the request in case support asks for it.
10. Send the request again only after the previous one has been closed.
11. Contact support when the status has not changed and no open condition remains.

Contact support when the request is still pending and every condition above has already been met.

A deposit taken by the bank but missing from the balance

The bank shows the payment as completed while the casino balance stays unchanged, so the player has paid without receiving funds to play with. The cause is usually a payment that is still being passed between providers, a reference that could not be matched to the account, or a transfer sent from an account in another name.

• The payment is still travelling between the bank and the payment provider.
• The deposit reference or account number was entered incorrectly.
• The payment was made from a bank account or wallet in someone else’s name.
• A previous deposit attempt is still open and blocks the new one.
• The payment was sent outside the deposit form in the account.

1. Take a screenshot of the completed payment in the banking or wallet history.
2. Note the amount, the time and the reference shown on that payment.
3. Return to the account and reload the balance before doing anything else.
4. Check the transaction history on the casino side for an entry matching the payment.
5. Repeat the same amount only if the first payment has clearly failed.
6. Make any new deposit through the deposit form inside the account, not by a direct transfer.
7. Confirm that the name on the payment source matches the account holder.
8. Keep one payment reference per deposit so the records stay easy to match.
9. Send support the screenshot with the amount, time and reference.
10. Wait for the payment to be traced rather than sending more money after it.
11. Contact support as soon as the bank confirms the payment and the balance still shows nothing.

Contact support when the bank has confirmed the payment and the funds are still absent from the balance.

Login refused or the account locked

The player types the password and sees an error, or the account closes after several failed attempts. This has a small set of causes and each one has a clear fix.

• The password was mistyped, often because of a keyboard layout or autocorrect.
• Several failed attempts in a row triggered a temporary lock.
• The player is using an old password saved in the browser or phone.
• The account was opened with a different email address than the one being tried.
• A security check for a new device or location is waiting to be completed.

1. Type the password by hand instead of relying on a saved autofill entry.
2. Check that caps lock is off and that the keyboard layout matches the one used at sign-up.
3. Switch to the email address used when the account was created.
4. Use the password reset on the login screen if the current one is not accepted.
5. Follow the reset link in the inbox and set a password that has not been used elsewhere.
6. Complete any security check that appears for a new device or location.
7. Close other browser tabs on the phone and reload the login page.
8. Clear the saved password for the site in the browser, then sign in again.
9. Leave the login form alone for a while after a lock instead of retrying at once.
10. Contact support when the account is still locked and no reset link arrives.

Contact support when the reset does not restore access and the account stays locked.

Keep the name, address and payment details on the account identical to the documents and the bank, because that single habit prevents most of these problems before they start.