You are staring at the bonus screen after your first deposit, and the free spins counter still shows zero. The most common cause is that the bonus code was entered incorrectly or the deposit did not meet the minimum requirement.
Welcome bonus or free spins missing after deposit
You completed your first deposit but the welcome bonus or madslots free spins did not appear in your balance.
- The bonus code was typed with a typo or extra space.
- The deposit amount was below the minimum needed for the offer.
- The bonus was already claimed on an earlier deposit.
- Your account is not fully verified yet.
- The deposit was made with a method excluded from the promotion.
- Open the bonus section and confirm the offer is still active for new players.
- Check that you entered the bonus code exactly as shown, with no spaces before or after.
- Compare your deposit amount with the minimum stated for the welcome bonus.
- Look at your transaction history to see if the deposit was marked as pending.
- If the deposit is pending, wait for it to clear before expecting the bonus.
- Go to the bonus history page and see whether the bonus is listed as claimed or expired.
- If the bonus appears as claimed but the spins are missing, note the time and date.
- Refresh the page or log out and back in to update your balance display.
- Make sure your account verification is complete, because some bonuses are held until then.
- If you used a payment method that is not part of the promotion, the bonus will not trigger.
- Contact support with your deposit reference and a screenshot of the missing bonus if it still does not show.
Contact support if the bonus is still missing after you have confirmed the code, deposit amount, and account status.
Identity verification stuck or documents rejected
You uploaded your ID or proof of address, but the status still shows pending or the document was rejected without a clear reason.
- The document photo is blurry, cropped, or has glare over important details.
- The name on the document does not match your registered account name.
- The document is expired or the address proof is older than allowed.
- You uploaded a file format that the system cannot read.
- You sent the same document twice instead of the requested type.
- Open your account settings and find the verification section to see which document is still needed.
- Take a new photo of your ID in bright, even light with all four corners visible.
- Make sure the text on the document is sharp and not covered by your fingers.
- Check that the name and date of birth on the ID exactly match your account details.
- For proof of address, use a recent utility bill or bank statement that shows your name and address.
- Upload the file in JPG or PNG format if the system rejects your PDF.
- Submit only the document type that is requested, not a combination of several.
- After uploading, wait for the status to change before sending more documents.
- If the rejection message mentions a mismatch, update your account details first.
- Take a screenshot of the rejection message so you can describe it to support.
- If the status has not changed after a full day, contact Madslots Casino support with your document reference. madslotsuk.org/
Contact support if your documents are rejected more than twice or the pending status lasts longer than expected.
Site or games not loading on a phone
The page stays blank, spins, or shows a connection error when you try to open a game on your phone browser.
- Your mobile data or Wi-Fi signal is weak or unstable.
- The browser cache or cookies are outdated.
- The game provider requires a newer version of your browser.
- Your phone has a pop-up blocker or ad blocker that interferes with the game window.
- The game is not optimized for your screen size or operating system.
- Switch from mobile data to Wi-Fi or the other way around to test the connection.
- Open a new browser tab and load a simple website to check if the internet works.
- Clear the browser cache and cookies for your phone browser.
- Update your browser to the latest version available for your phone.
- Disable any ad blocker or pop-up blocker for the site.
- Try opening the game in a private or incognito window.
- Restart your phone to free up memory and close background apps.
- If only one game fails, try a different game to see if the issue is specific.
- Check that your phone has enough free storage for the browser to work smoothly.
- Turn off battery saver mode, which can limit background data for games.
- Contact support if the problem continues across different browsers and networks.
Contact support if no game loads on any browser or network after these steps.
Cannot log in or account locked after failed attempts
You see an error message saying your password is incorrect, or your account is locked after several tries.
- You are typing the password with caps lock on or using the wrong keyboard language.
- You changed your password recently and are using the old one.
- You have too many failed attempts, which triggers a temporary lock.
- Your browser has saved an outdated password that is being auto-filled.
- Your account is blocked because of a security check or missing verification.
- Type your password manually instead of using auto-fill, and check caps lock.
- Use the show password option to see what you are actually typing.
- If you forgot your password, use the password reset link on the login page.
- Check your email inbox and spam folder for the reset message.
- After resetting, log in with the new password on the same device.
- If your account is locked, wait for the lock period to pass before trying again.
- Do not keep guessing, because more failed attempts extend the lock.
- Clear your browser’s saved passwords for the site to avoid auto-fill errors.
- Try logging in from a different browser or a private window.
- If you have not completed verification, finish it because some accounts are restricted until then.
- Contact support if you cannot reset your password or the lock does not lift.
Contact support immediately if you suspect someone else tried to access your account.
Keep your account details and documents up to date and use the same name and address everywhere to prevent most of these problems.