A missed tick on the bonus opt-in box leaves the welcome offer sitting unclaimed, so the balance stays unchanged after your first deposit. The most common cause is that the bonus was never attached to the payment at the moment it was made.
Welcome bonus and free spins not credited
The player finishes a deposit and returns to the lobby with the same balance, and the bonus or spin counter stays at zero.
- The player did not opt in to the offer before paying.
- The payment was sent before the bonus was selected on the deposit screen.
- Part of the deposit came from a source the offer does not accept.
- Free spins were credited to a specific game the player has not opened.
- The player holds another active bonus that blocks a second one.
- Open the bonus section of the account and find the offer that was meant to apply. Note its exact name before doing anything else.
- Check the bonus history for a pending entry. A pending bonus needs a deposit or a confirmation click before it activates.
- Look at the deposit screen again. The box for the welcome offer must be ticked before the payment is sent.
- Confirm that the deposit reached the account. A payment still marked as pending has not triggered the bonus yet.
- If a deposit is still processing, wait for it to settle. The bonus is attached only after the payment clears.
- Open the game tied to the free spins. Spins for a named slot appear inside that slot, not in the general balance.
- Close any other active bonus. Two offers rarely run at the same time, and the older one usually wins.
- Refresh the account page once. A stale page can hide a bonus that is already there.
- Log out and back in, then open the bonus history a second time. This forces the account to reload its current offers.
- Make a small test deposit with the offer selected if the welcome bonus is still missing. This shows whether the opt-in works at all.
- Contact support with the deposit reference, the offer name and a screenshot of the bonus history. Do this once the payment has settled and the opt-in was clearly ticked.
Contact support when the deposit has settled, the offer was selected correctly and no bonus appears in the history after a fresh login.
Games that stall or fail to load on a phone
The lobby opens on the phone, but a game shows a blank screen, a spinning loader or a message that the connection failed.
- A weak or unstable mobile connection drops the game mid-load.
- The phone browser holds an old cached copy of the page.
- A browser extension or ad blocker stops the game script.
- Too many tabs or background apps use up the phone’s memory.
- The game is not built for the phone browser in use.
- Reload the page once with the phone held still in a spot with a strong signal. A single clean reload rules out a passing dropout.
- Switch from mobile data to Wi-Fi, or the other way round. This shows whether the network is the cause.
- Clear the browser cache and cookies for the site only. Keep other logins intact by limiting the clear to this one site.
- Close every other tab and any heavy background apps, then open the game again.
- Turn off ad blockers and script blockers for the site, then reload.
- Try a different browser on the same phone. A second browser isolates the problem to one app.
- Open a simple game first, then the one that failed. If the simple game works, the issue sits with that single title.
- Check that the phone has free storage. A full device slows the browser and the game loader.
- Update the phone browser to its current version. Old browser versions often fail on newer game code.
- At https://justcasino.us.com/, playing through the phone browser keeps the session the same as on a desktop, so a working browser is the key check.
Contact support when several different games fail in two browsers on the same phone while other websites load normally.
Login refusals and a locked account
The player types the password and sees an error, or a message that the account is locked after a run of failed attempts.
- The password is typed with a keyboard layout or autocorrect error.
- Too many failed attempts triggered an automatic lock.
- An old password is still saved in the browser.
- The login name or email differs from the one used at sign-up.
- A security check on a new device is waiting for confirmation.
- Retype the password by hand in a plain text field first. This exposes autocorrect and layout mistakes.
- Check the keyboard language and caps lock on the phone.
- Use the password recovery option and set a new password. Choose one not used on other sites.
- Clear the saved password for the site in the browser and type the new one manually.
- Try the email address used at sign-up instead of a username, or the other way round.
- Wait before trying again if a lock message appears. Repeated attempts extend the lock.
- Open the site in a private browser window. This rules out saved data causing the failure.
- Approve the security prompt if one arrives on the registered email or phone.
- Try one login on a second device. If it works there, the problem is local to the first device.
- Contact support with the account email and the exact error text. Do this after a password reset and a wait, with the lock still in place.
Contact support when a reset password is refused on two devices or the lock message remains after a reasonable wait.
Stuck KYC checks and rejected documents
The account shows verification as pending for a long stretch, or a document is marked as rejected with no clear reason.
- The photo is blurred, cropped or shows glare on the document.
- A corner, edge or security feature is cut out of the frame.
- The name or address does not match the account details.
- The document has expired or is a copy rather than the original.
- Only one side of a two-sided document was sent.
- Open the verification section and read the status of each document. One rejected item can hold up the whole check.
- Retake the photo in daylight on a flat surface. Keep all four corners inside the frame.
- Photograph the original document, not a scan or a printout.
- Send both sides of any document that has information on the back.
- Compare the name and address on the document with the account profile. Update the profile if it differs.
- Use a document that is still valid and not close to expiry.
- Upload each file in an accepted format and keep the size within what the upload field accepts.
- Submit the replacement only once. Duplicate uploads slow the queue.
- Check the email inbox, including the spam folder, for a request for a better copy.
- Wait for the review to finish before sending more files. Extra documents on top of a pending check delay it.
- Contact support with the reference of the rejected document and a fresh copy attached. Do this after a clean resubmission has stayed pending.
Contact support when a clear photo of a valid document is rejected twice or the status does not change after a resubmission.
Set up the account fully before the first deposit: complete verification, tick the bonus box on the deposit screen and try a single game on the phone browser, so each step is confirmed while the session is calm.