SpinGalaxy deposit, login, bonus and KYC problems fixed

You check your balance on the way to work after a deposit and the number has not moved, even though the bank already took the money. The most common cause is a deposit that is still being confirmed between your bank and the casino, so the balance only updates once that confirmation lands. The same kind of mismatch drives most login, bonus and verification complaints.

Money left the bank but the balance stayed the same

The player sees a completed payment in the banking app while the casino balance shows nothing new.

• The transfer is still being confirmed between the bank and the casino.
• The payment was sent to an old or wrong reference.
• A card or wallet was declined silently after the bank reserved the funds.
• Two accounts were used, and the deposit landed on the other one.
• A pending deposit is holding the amount until manual review finishes.

1. Stay on the deposit screen and note the reference number it shows, so support can trace the payment later.
2. Close the browser tab on your phone and reopen spingalaxy.it.com/ in a fresh tab.
3. Log in again; a stale session often shows an old balance.
4. Open the transaction history and compare it with the banking app.
5. If the deposit is listed as pending, leave it alone and let the confirmation finish.
6. If it is not listed at all, do not deposit again straight away, or you may pay twice.
7. Check that the email on your account matches the one your bank has.
8. Confirm you are logged into the account you meant to fund.
9. Use the in-browser support chat rather than replying to an email notification.
10. Describe the payment with its reference, amount and the time it left your bank.
11. Attach a screenshot of the bank transaction if the chat allows files.
12. Wait for support to match the payment on their side before sending anything else.
13. If the balance stays empty after support confirms receipt, ask them to post the amount manually.

Contact support as soon as the bank marks the payment as sent and the casino shows nothing pending or completed.

Locked out after failed login attempts

The player types the password a few times and then sees a message that the account is locked or that the details are wrong.

• Too many wrong passwords triggered a temporary lock.
• Caps lock, an autocorrected email or a saved old password in the browser.
• The account is registered under a different email than the one being typed.
• A password reset was started and never finished.
• Two-factor authentication is waiting for a code the player never entered.

1. Stop retrying the same password; each failed attempt extends the lock.
2. Type the email by hand instead of letting the phone autofill it.
3. Switch off autocorrect for the password field and check caps lock.
4. Use the password reset link and open it in the same browser you will log in with.
5. Set a new password and sign in once from the phone browser.
6. If the reset email does not arrive, check spam and the promotions folder.
7. Make sure the email on the account is one you can still open.
8. Complete the two-factor code prompt if it appears after the password.
9. Clear the browser cache if the login page keeps rejecting a correct password.
10. Try logging in from a single tab, not several open at once.
11. Do not create a second account to get around the lock.
12. Note the exact error text on screen; support will ask for it.
13. Ask support to release the lock if the reset route also fails.

Contact support once the reset link works but login still fails, or when the account stays locked after the temporary period passes.

Welcome bonus or free spins missing after sign-up

The player finishes registration, deposits, and the account shows no sign of the welcome offer or the free spins.

• The deposit was made before the bonus was selected or a code was entered.
• The offer was already claimed on another account using the same details.
• The deposit method used does not count toward the welcome offer.
• The free spins were credited but sit inside a separate games section.
• The account is still awaiting email confirmation from registration.

1. Open the bonus area and look for the offer listed as available rather than active.
2. Check the confirmation email from sign-up and click the link inside it.
3. If a code was needed, find where it goes on the deposit screen and apply it before sending money.
4. Confirm the deposit that triggered the offer was the one you expected to count.
5. Look through the free spins section for a game-specific counter.
6. Check whether the offer is pending because the deposit has not confirmed yet.
7. Use only one account; duplicate registrations void offers for both.
8. Reopen SpinGalaxy in a fresh phone browser tab and log in again.
9. Note the date and time of the qualifying deposit before contacting support.
10. Message support with the offer name and the deposit reference.
11. Ask them to confirm whether the bonus was issued, declined or still pending.
12. Do not make a second deposit to chase a bonus that has not appeared.
13. Wait for support to confirm the outcome before playing further.

Contact support when the qualifying deposit is confirmed, the email is verified and the offer still does not show as active or pending.

Identity checks stuck or documents turned down

The player uploads a passport or bill, and the account stays in review or the file is rejected with a short reason.

• The photo is cropped so an edge, corner or number is missing.
• Glare, blur or a shadow covers the text on the document.
• The name on the document does not match the account details exactly.
• An expired document was sent instead of a current one.
• The proof of address is older than the casino accepts or shows a different address.

1. Take the photo again in daylight with the whole document inside the frame.
2. Keep all four corners visible and avoid any flash reflection.
3. Make sure the name, date of birth and document number are readable.
4. Check that the spelling on the account matches the document letter for letter.
5. Send a current document, not one that has expired.
6. For proof of address, use a document that shows your name and full address clearly.
7. Upload files one at a time rather than a large batch.
8. Use the format the upload box accepts; a phone photo saved as an image is the safe choice.
9. After uploading, wait for the status to change before sending the same file again.
10. If a document is rejected, read the reason and fix only that point.
11. Do not edit or crop the document with a photo app.
12. Keep the original files, in case support asks for a second copy.
13. Ask support which document type is still outstanding if the status is unclear.
14. Finish verification before requesting a withdrawal, since payouts pause until it clears.

Contact support when a correct, readable document is rejected twice or the review status has not moved at all.

Keep one habit that prevents most of these problems: after any deposit or bonus step, take a screenshot of the confirmation screen and keep the reference until the balance and the offer both match what you expected.