When you try to log into your account, the page shows an error message or simply refreshes without loading your balance. This most often happens because your browser cache is outdated or your login credentials were mistyped.

Welcome Bonus or Free Spins Not Credited

You expect a deposit bonus or free spins, but after placing a deposit the bonus balance stays at zero. The following factors can cause this.

The bonus code was entered incorrectly during deposit.
The payment method you used is excluded from the promotion.
Your account already claimed a similar bonus within the qualifying period.
The deposit amount did not meet the minimum requirement for that offer.
A technical delay in the bonus system prevented automatic crediting.

To resolve the issue, take these steps in order.

Check the promotions page to confirm the exact bonus code and minimum deposit amount.
Make a new deposit using the correct code, if the offer is still available.
Verify that your chosen payment method is listed among eligible ones.
Clear your browser cache and cookies, then reload the cashier page.
Try using a different browser or device to rule out local issues.
Log out of your account, wait 10 seconds, and log back in.
Go to the “My Account” or “Bonus History” section to see if the bonus is pending activation.
If a free spins offer requires a deposit, ensure the deposit fully settled first.
Check your email inbox and spam folder for a bonus confirmation message.
Ensure you did not request a withdrawal before claiming the bonus, as that can cancel eligibility.
Contact live chat and provide your account email, the date of deposit, and the bonus name.
If the bonus was supposed to trigger automatically, ask support to trigger it manually.
Keep the chat transcript or ticket number for follow-up.

If none of these steps work, contact customer support directly and mention that you followed the troubleshooting steps above.

Site or Games Not Loading on a Mobile Phone

When you open the casino on your phone, the page shows a blank screen, partial content, or games fail to start. The main causes are listed below.

An unstable internet connection interrupts the page load.
The phone browser needs a cache and cookie reset.
Outdated browser version lacks support for modern web features.
Third-party ad blockers or security extensions block scripts.
The site is temporarily under maintenance for mobile users.

Follow these steps to get the site working on your phone.

Switch from Wi‑Fi to mobile data, or vice versa, to test the network.
Close all other tabs and apps to free up device memory.
Open the browser settings and clear cache and cookies.
Restart the browser completely after clearing data.
Update the browser to the latest version via your phone’s app store.
Disable any ad blocker or content blocker in the browser settings.
If using a VPN, disconnect it temporarily because it may interfere with site scripts.
Type the site URL manually instead of using a bookmark or shortcut.
Try loading the casino in a different browser, such as Chrome instead of Safari.
Use your phone’s software keyboard to enter your login details, avoiding autofill.
Check if the casino offers a mobile-optimised version or forces a desktop view, then switch modes.
For game-specific issues, open the game in a new browser tab rather than the main window.
Restart your phone entirely if the problem persists.
If the site still does not load, visit nongamstop-casinos.eu.com/ and see if it works from a desktop device, confirming whether the issue is device‑specific.

If the steps do not help, contact support via phone or email and describe the exact error message or behaviour you see on screen.

Identity Verification (KYC) Stuck or Documents Rejected

After uploading your identification documents, the status remains “Pending” for days or shows “Rejected.” The following issues are common.

The uploaded file is blurry, cropped, or contains reflections.
The document is expired or does not match the name on the account.
The document type you submitted is not accepted (e.g., student ID instead of passport).
The photo of the document was taken under poor lighting, making details unreadable.
The file size exceeds the allowed limit on the upload page.

Use these steps to complete the KYC process smoothly.

Log in and open the “Verification” or “My Profile” section to see the current status.
Check the document list on the site to see which types are accepted (usually passport, driving licence, or national ID).
Prepare a new scan or photo of an accepted document on a plain, well‑lit background.
Ensure the document is fully visible, with all four corners in the frame.
Take the photo in natural daylight or under a desk lamp, avoiding shadows.
Save the file as a JPEG or PNG under 5 MB in size.
If you submitted a proof of address, make sure it is dated within the last three months and shows your full name and current address.
Remove any rejected documents from your account before uploading new ones.
Upload the new files one at a time, waiting for each upload to complete.
Refresh the page and check the status after each upload.
If you share a residence, submit an additional document that shows a different official link, such as a bank statement.
Contact support to ask exactly why your last document was rejected and what to correct.
Request a priority review only after you have uploaded all corrected documents.

If verification remains stuck after two attempts, escalate the ticket to a senior support agent via email with the subject line “KYC escalation.”

Withdrawal Pending Longer Than Expected

You requested a withdrawal, but the status shows “Pending” or “Processing” for more than a day, or the money has not arrived in your account. The typical reasons include the following.

Your account has an incomplete KYC verification that holds all payouts.
The withdrawal amount exceeds the daily or weekly processing allowance.
You used a payment method that requires manual approval, such as a bank transfer.
You requested a withdrawal while a bonus was still active or wagering was incomplete.
The casino’s payment processor is delayed due to weekends or public holidays.

To move your withdrawal forward, follow these steps.

Check the “Verification” tab to confirm you are fully verified, and complete KYC if needed.
Review the withdrawal history to see the exact status label, such as “Pending,” “Processing,” or “Sent.”
Read the cashier page for any minimum or maximum withdrawal limits that may apply.
If you have an active bonus, check the wagering progress and complete the required play before requesting again.
Cancel the current withdrawal if the status allows, then request a smaller amount that fits within daily limits.
Switch to a faster payment method like an e‑wallet if it is available on your account.
Confirm that your payment details (e.g., bank account number or e‑wallet email) are correct.
Log out and log back in to refresh the withdrawal status display.
If the withdrawal was approved but funds are not received, check your payment provider’s transaction history.
Ensure no other pending withdrawals exist, as multiple requests can cause processing conflicts.
Contact support and provide the withdrawal ID, the date requested, the amount, and the method used.
Ask whether additional verification steps are needed specifically for this withdrawal.
Request a specific timeline estimate for your method, and note the support agent’s reference number.

If you still see no movement after 72 hours, send a follow‑up email with the original ticket number and request a supervisor review.

A practical tip that prevents most of these problems is to complete your KYC verification before you make your first deposit, so you avoid delays later.