Your deposit left your bank but the Madslots balance still shows the old figure, a gap that usually comes from a mismatch between the payment reference and your casino account. The most common cause is a missing or incorrect reference number on the transfer.

Deposit taken by the bank but missing from the Madslots balance

You see the money gone from your bank account, yet the casino wallet has not changed. Madslots may be waiting for the payment provider to confirm the transfer, or the reference may not match your account.

• The payment reference was missing or typed incorrectly.
• The bank sent the funds but the provider has not confirmed receipt.
• You used a payment method that is not linked to your Madslots account.
• A currency conversion step delayed the credit.
• The deposit went to an old or different account number.

1. Open your banking app and confirm the transfer status shows as completed, not pending.
2. Note the exact reference number attached to the payment.
3. Log in to Madslots app and open the transaction history to see whether the deposit is listed as pending.
4. Compare the reference in your bank record with the one shown in the casino history.
5. If the reference differs, do not send another deposit yet.
6. Refresh the balance after a few minutes; some providers confirm in batches.
7. Check that the payment method you used is the same one saved on your account.
8. If you used a card, confirm the card is still active and not expired.
9. Take a screenshot of the bank transfer and the casino transaction list.
10. Contact your bank only if the transfer shows as failed on their side.
11. If the transfer is completed and the balance is still unchanged, contact Madslots support with both screenshots.

Contact support once the bank confirms the transfer is complete and the casino history shows no matching credit after a reasonable wait; include the reference number and screenshots.

Phone browser shows a blank page or games that will not load

The page stays white, spins forever, or a game shows a loading error on your phone. This usually comes from a weak connection or a browser cache holding old files.

• Mobile data or Wi-Fi signal is too weak for the game to load.
• The browser cache or cookies are outdated.
• A browser extension or ad blocker is blocking game scripts.
• The phone’s browser is an old version that does not support the game.
• Too many tabs or apps are using memory in the background.

1. Switch between Wi-Fi and mobile data to see which connection works.
2. Close all other tabs and apps running on your phone.
3. Clear the browser cache and cookies for the site.
4. Turn off any ad blocker or content blocker for the casino page.
5. Update your phone’s browser to the latest version.
6. Try opening the site in a private or incognito window.
7. Disable battery saver, which can limit background data.
8. Restart your phone to free up memory.
9. Load a single game rather than several at once.
10. If the page still fails, try another browser on the same phone.
11. When only one game fails and others load, note the game name.

Contact support if every game fails on two different browsers and both Wi-Fi and mobile data, and mention the error message you see.

Welcome bonus or free spins not showing after sign-up

The account is open but the bonus balance or spin counter stays at zero. Often the bonus code was not entered at the right step, or the deposit that triggers the offer was not made.

• The madslots promo codes field was left empty during registration or deposit.
• The deposit was made before the code was applied.
• The bonus requires a first deposit that has not been completed.
• The account details do not match the payment method used.
• The offer was already claimed on another account with the same details.

1. Log in and open the bonus section to see whether an offer is listed as active or pending.
2. Check your profile to confirm the madslots promo codes you entered are saved.
3. If you have not deposited yet, make the first deposit that the offer requires.
4. Enter the code again only if the bonus section shows no active offer.
5. Confirm that your name and address match the payment method.
6. Refresh the page after the deposit is confirmed.
7. Look for a message saying the bonus is pending review.
8. If spins are part of the offer, open the game named in the offer to see the counter.
9. Do not create a second account to claim the same offer.
10. Note the date and time you registered and deposited.
11. Contact support with your username and the code you used if the bonus still does not appear.

Contact support when the bonus section shows no active offer after a completed first deposit and a correctly entered code.

Identity verification stuck or documents rejected

The verification screen stays on pending, or a document is marked as not accepted. Blurred images, expired documents, or a name mismatch are the usual reasons.

• The photo is blurry, cropped, or shows glare.
• The document is expired or a corner is covered.
• The name on the document differs from the account name.
• The selfie does not match the face on the ID.
• A utility bill is older than the period the casino accepts.

1. Open the verification section and read which document type was rejected.
2. Take a new photo in bright, even light with the whole document in frame.
3. Make sure no corner, text, or photo is covered by your fingers.
4. Use a document that is currently valid and not expired.
5. Check that the name and date of birth match your account exactly.
6. For a selfie, look straight at the camera without a hat or filter.
7. Upload each file separately rather than combining them into one image.
8. Use a file format the upload form accepts, such as JPG or PDF.
9. Submit the new documents once and wait for the status to change.
10. Do not send the same documents again while the review is pending.
11. If a document is rejected a second time, contact support and ask which detail failed.

Contact support after two rejections of the same document type, or if the status has not changed after you uploaded clear replacements.

Keep your account name, address, and payment details identical everywhere, and enter any code before you deposit, to avoid most of these problems.