A pending card payment sits on your bank statement while your Smash Casino balance still shows the old figure. In most cases the payment has left your bank but has not yet been passed to the casino by the payment provider.
A deposit that left the bank but never reached the balance
Your banking page shows the charge as completed, yet the casino balance has not moved.
- The payment provider is still processing the transfer.
- The deposit was sent from an account that is not in your own name.
- The payment was made with a method the casino does not accept for deposits.
- The amount fell below the smallest deposit the casino takes.
- Your account details do not match the ones held by your bank.
- Refresh the balance page before doing anything else.
- Close the browser tab and open the casino site again in a new tab.
- Compare the time on the bank charge with the time on your last casino activity.
- Make sure the deposit did not go to a different account you also hold.
- Check that the name on the payment account is exactly your own.
- Look at the smallest deposit amount the casino lists and compare it with your charge.
- Confirm the payment method is one the casino lists for deposits.
- Stop and do not send a second deposit while the first is pending.
- Take a screenshot of the pending charge in your banking page.
- Take a screenshot of your casino balance at the same moment.
- Note the reference number your bank shows for the charge.
- Open your transaction history in the casino account.
- Compare the reference number there with the one from your bank.
- Keep both screenshots and the reference number ready for support.
- Contact support with those files if the balance has not changed.
Contact support as soon as you have the screenshots and the reference number, and say clearly that the money has left your bank.
Payments declined because of deposit or withdrawal limits
The screen shows a declined payment with a message about limits, even though there is money in the account.
- The amount is above the largest single payment the casino allows.
- The total you have moved in a set period has reached the account ceiling.
- Your account is not yet fully confirmed, so a lower ceiling applies.
- The chosen method has a smaller limit than the one you expected.
- The withdrawal is larger than the balance available for withdrawal.
- Read the exact message on the declined payment screen.
- Write down the amount you tried to send or withdraw.
- Compare it with the largest single payment shown for your account.
- Split a large deposit into smaller payments only where the casino allows it.
- Check whether a bonus balance is mixed into the amount you want to withdraw.
- Finish any account confirmation the casino still asks for.
- Try a smaller amount first to see whether it passes.
- Use a payment method whose limit fits the amount you need.
- Wait for the current period on your account ceiling to reset if that is the cause.
- Do not repeat the same declined payment many times in a row.
- Write down the time and amount of each attempt.
- Check that your withdrawal request does not exceed what you can take out.
- Remove any bonus funds from your plan if the rules hold them back.
- Try again once with a corrected amount.
- Contact support if a payment that fits every limit is still declined.
Contact support when an amount inside every stated limit keeps failing, and include the message text and the times of your attempts.
A welcome bonus or free spins that did not arrive
You finish the deposit and the bonus screen stays empty, with no extra funds and no spins.
- The deposit was made before the bonus was chosen or the code entered.
- The bonus code was typed with a wrong character or an extra space.
- The deposit fell below the smallest amount the offer requires.
- You claimed a similar welcome offer on the account before.
- The bonus was credited but sits in a separate bonus balance.
- Open the bonus section of your account and look for an active offer.
- Switch the balance view to show bonus funds as well as real money.
- Check the deposit time against the moment you entered the code.
- Retype the code slowly if the offer still shows as unclaimed.
- Confirm the deposit met the smallest amount the offer names.
- Check that this is your first welcome offer on the account.
- Look for a message saying the bonus is pending review.
- Close the page and sign in again through the Smash Casino login form.
- Reopen the bonus screen and see whether the offer now appears.
- Note the name of the offer and the time you claimed it.
- Take a screenshot of the empty bonus screen next to your deposit history.
- Work through the Smash Casino app pages in your phone browser if you claimed the offer on mobile.
- Keep the screenshot and the offer name ready for the support team.
- Send them to support if the bonus is still missing after signing in again.
Players who claim offers through https://smash-casino.co.com on a phone browser should keep that same browser session open until the bonus appears, because switching tabs can interrupt the claim. Contact support when the offer was claimed correctly and the bonus balance is still empty, and attach the screenshot.
A login that fails or an account locked after wrong attempts
The login form returns an error or tells you the account is locked after several tries.
- The password was typed with the wrong upper or lower case letters.
- An old password is saved in the browser and fills the field automatically.
- Too many wrong attempts triggered a temporary lock.
- The email address on the account is spelled differently from the one you type.
- Two-step confirmation is on and the code was not entered in time.
- Type the password by hand instead of letting the browser fill it.
- Check that capital letters and symbols match what you set.
- Clear the saved password for the site in your browser settings.
- Type the email address one character at a time and compare it with your records.
- Stop trying after a few failures so the lock does not extend.
- Use the password reset link sent to your email address.
- Open the reset link in the same browser you use for the casino.
- Set a new password that differs clearly from the old one.
- Sign in again with the new password on a single tab.
- Enter the two-step code as soon as it arrives, without switching tabs.
- Turn off any VPN or proxy that changes your location while signing in.
- Try a different browser if the form keeps returning an error.
- Note the exact wording of the error message.
- Take a screenshot of the locked message with the time shown.
- Contact support if the reset link does not arrive or the lock stays in place.
Contact support when a password reset does not unlock the account, and give them the error text, the time and the email address on the account.
Keep your banking details, email address and phone number identical across the casino and your payment accounts, and finish each sign-in on one tab before starting anything else.