You tapped the deposit button twice because the first tap looked ignored, and now the balance shows one credit while the bank shows two debits. A duplicate request like this is the most common cause of a payment that seems to vanish, and the extra charge is almost never a lost payment.
A deposit that left the bank but did not reach the balance
The player sees the money gone from the bank account while the SpinGalaxy casino balance stays unchanged.
- The payment was sent but confirmation from the provider has not come back yet.
- A duplicate request was made after a slow page response.
- The deposit went to an old or closed payment account.
- A bank security check paused the transfer before it reached us.
- The deposit was made while the account was still unverified.
- Stay on the payment screen until it shows a final result, even when it looks frozen.
- Write down the amount, the time and any reference number shown after the payment.
- Close the casino page and reopen it so the balance pulls fresh data.
- Compare the bank statement with the transaction list inside the account.
- If only one debit appears at the bank, the transfer is still on its way.
- If two debits appear, one of them is a duplicate that will be returned.
- Do not send a third deposit to speed things up.
- Check that the payment account used still belongs to you and is open.
- Confirm that the name on the payment account matches the name on the casino account.
- Remove any saved payment details that point to a closed account.
- Finish any identity step that was left open before the deposit.
- Try a small deposit with a different method you own to test the route.
- Keep screenshots of the bank entry and the missing balance side by side.
- Note the exact time of the payment, since support traces it by that stamp.
- Contact spin-galaxy.eu.com support with the reference number and both screenshots.
- Wait for the trace to finish before you dispute the charge with the bank.
Contact support once a full day has passed with a bank debit, no balance credit and no reference number to track.
Games that stall or fail to load in a phone browser
The player sees a blank lobby, a spinning loader or a game that freezes right after the first spin.
- A weak mobile connection drops the game files halfway through loading.
- A browser cache holds an old version of the lobby.
- Too many open tabs use up the phone’s memory.
- An ad blocker or privacy extension cuts off game scripts.
- The phone browser is out of date and misses a required feature.
- Switch from mobile data to Wi-Fi, or the other way round, and reload the page.
- Close every other tab and any background app using data.
- Open the browser settings and clear cache and cookies for the site.
- Restart the phone browser completely rather than just refreshing the page.
- Turn off ad blockers and tracking protection for the session.
- Update the phone browser to its latest version.
- Load the lobby first and wait until it is fully drawn before opening a game.
- Open one game at a time instead of several in different tabs.
- Disable battery saver, which can throttle scripts in the browser.
- Free up storage on the phone so the browser can cache game files.
- Try the same game in a second browser to see whether the fault is local.
- Test a simple game and a heavier one to compare loading behaviour.
- Turn the phone’s screen rotation off if the layout keeps shifting.
- Switch off any VPN or proxy, which can break the game connection.
- Note which games fail and whether the lobby itself loads.
- Contact support if every browser on the phone fails while other websites work.
Contact support when the lobby loads in two different browsers but games freeze in both.
A welcome bonus or free spins that never arrived
The player sees the deposit credited but no bonus and no free spins added to the account.
- The bonus code was typed with a space or a wrong letter.
- The deposit was made without the bonus box selected first.
- The account was opened before the offer and is not eligible for it.
- A previous welcome offer was already claimed on the same account or device.
- The bonus was credited but sits in a separate bonus balance view.
- Look at the bonus section of the account, not only the cash balance.
- Reopen the deposit history to see whether a bonus tag is attached.
- Compare the code you typed with the one shown in the offer, letter by letter.
- Remove spaces before and after the code, since they break matching.
- Check that the bonus field was filled before you confirmed the payment.
- Confirm the deposit met the minimum the offer asks for.
- Check whether the offer applies to new accounts only and when yours was created.
- Look for another account on the same phone or network that claimed the offer.
- Read how free spins are released, since some arrive in batches over days.
- Complete any profile field the bonus requires, such as a phone number or address.
- Finish identity checks if the bonus is held until the account is confirmed.
- Take a screenshot of the offer page as it looked when you claimed it.
- Save the deposit receipt that shows the code you entered.
- Do not deposit again just to trigger the same offer a second time.
- Contact support with the code, the deposit receipt and the offer screenshot.
- Ask support to confirm whether the bonus was attached to a different account.
Contact support when a correctly entered code and an eligible deposit still leave the bonus section empty after a full day.
An identity check that is stuck or documents that were rejected
The player sees the account marked as pending verification while a document sits under review or comes back rejected.
- A photo is blurred, cropped or shows glare across the text.
- The document has expired or the corners are cut off in the frame.
- The name or address differs slightly from the one on the account.
- A selfie does not clearly match the photo on the identity document.
- The same document was sent more than once, which restarts the queue.
- Open the verification page and note which document is still pending.
- Retake each photo in daylight with the whole document inside the frame.
- Keep the camera steady and avoid flash, which creates glare on plastic cards.
- Make sure every corner and every line of text is readable.
- Photograph the original document rather than a printout or a screen.
- Check that the document has not expired before you send it again.
- Match your account name exactly to the document, including middle names.
- Update your address on the account if the proof shows a different one.
- Use a utility bill or bank letter that shows your name and address clearly.
- For a selfie, hold the document beside your face and keep both in focus.
- Upload each file once and wait for the result instead of resending it.
- Keep file sizes within what the upload form accepts and use common formats.
- Write down the date of each upload so you can describe the timeline.
- Do not open a second account to get around a failed check.
- Contact support with the upload dates and a short note on what was rejected.
- Ask which single document would settle the check and send only that one.
Contact support when a clear, valid document has been rejected twice without a stated reason.
Keep one set of sharp document photos on your phone and use the same payment account name every time, and most of these blocks never start.