A welcome bonus or free spins that never appear in the balance, even though the deposit is confirmed, is the usual sign of an unfinished bonus opt-in or a deposit made without the promo code. The most common cause is a step skipped during the deposit, not a fault in the account itself.
Welcome bonus and free spins missing after a deposit
The player sees the deposit leave the payment source but no bonus balance or spin counter appears on screen.
- The promotional code was not typed in the deposit form.
- The bonus was never activated in the promotions area before paying.
- The deposit went in through a method that does not qualify for that offer.
- An earlier bonus is still active and blocks a second one.
- The account details did not match the payment source used.
- Open the promotions area and check whether the offer still shows as available for your account.
- Read the short description attached to that offer and note which deposit methods it accepts.
- Compare the deposit you made with the method the offer expects.
- Look at your transaction history and confirm the deposit shows as completed, not pending.
- Check whether you entered the promo code in the correct field, with no extra spaces.
- Confirm that any previous bonus has been fully played through or cancelled.
- Make sure the name on the account matches the name on the payment source.
- Activate the offer first, then deposit, so the two actions link together.
- Log out and back in to refresh the balance display.
- Check the bonus history inside your account for a record of the offer.
- Repeat the deposit only after the previous attempt is confirmed as failed.
Contact support when the bonus history shows the offer as active but no balance or spins have arrived after a completed deposit.
Identity verification stuck or documents turned down
The player sees the account still marked as unverified, with a document rejected and no clear reason shown.
- A photo was blurred, cropped or taken at an angle.
- The document has expired or the corners are cut off.
- The name on the document differs slightly from the account name.
- Only one side of a two-sided document was uploaded.
- The file was saved in a format the uploader does not accept.
- Open the verification area and read the status shown for each uploaded file.
- Remove any rejected document before uploading a replacement.
- Photograph the document flat on a table in even light, with all four corners visible.
- Capture both sides when the document has information on the reverse.
- Use the original document, not a screenshot or a photocopy of a copy.
- Save the image in a common format and keep the file size moderate.
- Upload the new file and wait for the status to change from pending.
- Use the same spelling of your name as it appears on the document.
- Keep basswin.eu open in a separate tab so the upload page is not lost during a refresh.
- When a selfie is requested, hold the document beside your face in the same frame.
Contact support when a document has been rejected twice with no reason given or the status has not moved from pending.
Login fails or the account locks after wrong attempts
The player types the correct password but the login form returns an error, or a message says the account is temporarily locked.
- Too many wrong passwords were entered in a short period.
- The password was changed on another device and the old one is still being typed.
- The email address has a typo or an old address is used.
- An automatic password filler is inserting a stale saved password.
- A network or browser session is keeping an old login token alive.
- Stop entering passwords after the second failure to avoid extending the lock.
- Clear the saved password for the site from the browser settings.
- Type the email address by hand instead of letting it autofill.
- Switch off any password manager for one attempt.
- Try the login in a private browsing window to rule out an old session.
- Use the password recovery option and request a reset link to the registered email.
- Open the reset link once, in the same browser, without reloading it.
- Set a new password that you have not used on the account before.
- Log in and change the password again from inside the account if the first reset link felt unsafe.
- Check that the device clock and time zone are set automatically.
- Keep one browser and one device for the next login attempts.
Contact support when the lock message remains after a successful password reset or the reset email never arrives.
Site and games not loading on a phone browser
The player sees a blank page, a spinner that never ends or a game that closes itself in the phone browser.
- The mobile connection is weak or switching between networks.
- Browser cache and cookies hold an outdated version of the page.
- Too many tabs are open and memory is exhausted.
- A content blocker or private DNS setting interrupts the game loader.
- The browser version is old and does not support the game format.
- Reload the page once on the current connection before changing anything.
- Switch from mobile data to Wi-Fi, or the other way round, and reload again.
- Clear the browser cache and cookies for the site only.
- Close every other tab and reopen the page in a fresh one.
- Turn off content blockers for the site and reload.
- Update the phone browser to its current version.
- Disable any private DNS or data-saving mode in the browser settings.
- Open one game directly instead of loading the full lobby first.
- Restart the phone to free memory before another attempt.
- Try a second browser on the same phone to see whether the fault follows the browser.
- Check free storage on the phone and clear space if it is nearly full.
Contact support when one specific game fails on every browser while the rest of the lobby works.
The single habit that prevents most of these issues is to finish one action at a time: activate the offer, deposit, then confirm the bonus balance before touching verification or a new login.
