A grey document panel that stays on «under review» after you upload is the first sign that identity verification has stalled at Quinnbet, and the usual cause is a document that is blurred, cropped or past its expiry date. The welcome bonus or free spins may also fail to appear when a player misses an opt-in step or opens the wrong section of the account.

Identity checks that stay pending or reject uploaded documents

The player sees a verification screen that will not clear, or an email saying a document was not accepted, even after a second upload.

• The photo is blurry, glare-covered or cropped at the edges.
• An ID card is photographed with a finger covering part of the text.
• A proof of address is older than the period the operator accepts.
• The name on the document does not match the name on the account.
• The file format or size is outside what the upload field accepts.

1. Lay the document flat on a plain surface in bright, even light and shoot it from directly above.
2. Keep all four corners and every line of text inside the frame.
3. Use a document that is still valid and shows your full name exactly as it appears on the account.
4. Upload the front and the back of an ID card when both sides carry information.
5. Send the proof of address as a full page, not a cropped strip around the address.
6. Save the image as a common format and keep the file small enough for the field.
7. Submit one document per field and wait for the review to finish before sending more.
8. Check the profile section to confirm that your name, date of birth and address match the documents word for word.
9. If a document was rejected, read the reason given and fix that exact point before uploading again.
10. Delete old copies from the upload area so only the current version is on file.
11. Avoid sending screenshots of screenshots, which lose sharpness.
12. Use the phone camera only if it focuses sharply at close range; a flatbed scan works well too.
13. Keep each file named simply, so the reviewer can tell which document it is.
14. Allow the review to run without resubmitting the same file several times.
15. Complete any address or date fields in the profile that are still blank.
16. If the upload field keeps failing, try a different browser on the same device.
17. Contact support when a clear, valid document has been rejected more than once without a reason you can fix.

Welcome bonus or free spins that never arrived

The account shows a completed deposit but no bonus balance and no free spins, which usually means the offer was never switched on for the account.

• The promotion was not opted into before the deposit was made.
• The deposit was sent without the code linked to the offer.
• The payment method used is excluded from the promotion.
• A previous bonus on the account is still active and blocks a new one.
• The deposit landed after the promotion period had closed.

1. Open the promotions area and read what the offer requires before you do anything else.
2. Turn the offer on in your account first, then make the deposit.
3. Enter the promotion code in the field shown on the deposit screen, not in a note to support.
4. Make the deposit from an account held in your own name.
5. Finish any bonus already running, or let it expire, before claiming a new one.
6. Return to the bonus page after the deposit and refresh it to see the current balance.
7. Check whether free spins appear inside a specific game rather than in the main balance.
8. Confirm that identity verification is complete, because some offers wait for it.
9. If you used a code, compare it letter by letter with the one in the promotion text.
10. Log out and back in to force the account to reload its bonus status.
11. Note the time of the deposit and the name of the offer before you ask for help.
12. Do not make a second deposit hoping the first bonus will trigger.
13. Contact support when the offer was switched on, the deposit met the stated condition and nothing was credited.

Withdrawals that sit pending for longer than expected

A withdrawal shows as pending while the rest of the balance stays playable, and in most cases the request is waiting on an unfinished check or an active bonus.

• Identity verification is not complete, so the payout is on hold.
• A bonus is still active and its play conditions are not met.
• The payout details do not match the name on the account.
• An earlier withdrawal request is still open and blocks the new one.
• The request was made before a deposit had fully settled.

1. Open the transaction history and read the status shown next to the withdrawal.
2. Complete any outstanding identity step, since payouts wait for it.
3. Clear or finish the active bonus before requesting a payout of the winnings.
4. Make sure the payout account is in your own name and matches your profile.
5. Cancel a duplicate request if two withdrawals are open at once.
6. Wait for any deposit still settling before you request the payout again.
7. Remove bonus funds from the request if the system splits balance types.
8. Keep the confirmation message or reference number from the request.
9. Log in through the phone browser at Quinnbet online to see the same status the desktop view shows.
10. Check that no limit on your account is holding the payout back.
11. Contact support when the status has not moved, verification is complete and no bonus or duplicate request is in the way.

Games or pages that fail to load on a phone browser

The lobby opens but a game stays on a blank screen, or the page freezes halfway through loading on the phone.

• A weak mobile signal drops the connection mid-load.
• Browser cache or old data conflicts with the game files.
• Several tabs or background apps are using the phone’s memory.
• The browser is an old version that the game does not support.
• A network setting or content blocker stops part of the page.

1. Switch between Wi-Fi and mobile data to see which connection loads the game.
2. Close every other tab and background app before you open the game again.
3. Clear the browser cache and cookies, then reload the lobby.
4. Update the phone browser to its current version.
5. Turn off content blockers or private browsing for the session.
6. Open the game in a fresh private window to rule out stored data.
7. Try a different browser on the same phone.
8. Restart the phone, then load one game only, not several at once.
9. Move closer to the router or a window if the signal is weak.
10. Disable any battery-saving mode that suspends the browser.
11. Check that the phone has free storage for temporary files.
12. Contact support when one game fails on every connection and browser while the rest of the lobby works.

Keep your profile name and address identical to your documents and switch on any offer before you deposit, and most verification and bonus problems never start.