A missed tick in the box that confirms you accept the bonus rules can leave your balance unchanged after a qualifying deposit. The welcome offer then stays pending while the free spins never appear, because the system has no accepted entry to attach them to. That single oversight is behind most of the missing-reward reports players send.

Welcome bonus and free spins that never arrived

You finish a deposit and return to the lobby, but the balance shows only your own money and the free spins counter stays at zero.

  • The bonus rules were not accepted during the deposit.
  • The payment was made with a method excluded from the offer.
  • The deposit fell below the minimum the offer requires.
  • A welcome bonus was already claimed earlier on the same account.
  • The offer expired before the deposit was completed.
  1. Open your bonus history and confirm whether the reward shows as pending, active or absent.
  2. Compare the amount you sent with the minimum the offer states.
  3. Repeat the deposit with the bonus box ticked before you confirm the payment.
  4. Use a payment method the offer allows, since some are left out on purpose.
  5. Check whether a first-deposit reward was already used on this account.
  6. Look at the free spin counter in the promotions area rather than in the game lobby.
  7. Close the game, sign out and sign back in, then reopen the lobby to refresh the balance.
  8. Keep the payment confirmation from your provider ready for the support team.
  9. Write to support from the email registered on the account and describe the deposit.
  10. Contact support once the reward still fails to appear after a fresh sign-in and a cleared cache.

Reach out as soon as the payment confirmation exists but the reward does not, so the team can match the two records.

Deposits and withdrawals declined by limits

The cashier stops the payment with a message about a limit, and no money leaves or enters the account.

  • The amount sits below the minimum the cashier accepts.
  • The amount sits above the maximum allowed for a single transaction.
  • The account has already reached its limit for the day or month.
  • The chosen payment route carries its own cap set by the provider.
  • Part of the balance is still tied to an active bonus.
  1. Read the exact wording of the message, since it names the limit that was hit.
  2. Adjust the amount to the smallest or largest figure the cashier displays.
  3. Split a large amount into several smaller transactions if the cap allows it.
  4. Switch to another payment route when the provider’s own cap is the obstacle.
  5. Wait for the daily or monthly period to reset before trying again.
  6. Finish or cancel any active bonus before requesting a withdrawal.
  7. Leave enough balance for the minimum withdrawal before you submit the request.
  8. Complete identity verification so the payment step is not blocked later.
  9. Repeat the transaction once and avoid pressing submit several times.
  10. Contact support when the amount fits every displayed limit and the payment still fails.

Send a screenshot of the message to support when your amount matches all the limits shown and the decline repeats.

Phone browser fails to load the site or games

The lobby opens on your phone but the reels freeze, pages stay blank or the site drops back to the sign-in screen.

  • The mobile connection is weak or keeps switching between networks.
  • An old cached copy of the site is stored in the browser.
  • The browser version is out of date or a private mode blocks scripts.
  • Several tabs and background apps are competing for memory.
  • A network filter or ad blocker is stopping game files.
  1. Reload the page once on the connection you are using.
  2. Switch between Wi-Fi and mobile data to see which behaves better.
  3. Clear the browser cache and cookies, then sign in again.
  4. Update the phone browser to the newest version available.
  5. Turn off private browsing for the session and allow scripts for the site.
  6. Close other tabs and unused apps before opening a game.
  7. Pause any ad blocker or content filter for this site.
  8. Try a different browser on the same phone to separate a browser fault from a network fault.
  9. Contact support when the lobby loads on one browser but games stay frozen on every browser you try.

Write to support when every browser on the phone shows the same failure and other sites load without trouble.

Identity verification stuck or documents rejected

The verification screen stays on pending, or a document is returned with a rejection note and the account remains limited.

  • The photo is blurred, cropped or shows glare across the text.
  • A corner of the document is out of frame.
  • The document has expired or the details do not match the account.
  • A selfie was taken in low light or with the face partly covered.
  • The document type is not among those the platform accepts.
  1. Photograph the document on a plain, dark surface in daylight.
  2. Keep all four corners inside the frame with no fingers over the text.
  3. Check that the name, date of birth and photo are sharp enough to read.
  4. Upload the side of the document that carries your personal details.
  5. Use an unexpired document and confirm the details match your account.
  6. Take the selfie facing a window, with the whole face visible.
  7. Upload the files in a common image format rather than a scan of a scan.
  8. Send one clear copy of each requested document instead of several versions.
  9. Return to the verification screen after a new sign-in to see the current status.
  10. Contact support when a document is rejected twice without a clear reason on screen.

Contact support once two clean uploads of the same document are refused, and ask which detail failed.

Before any deposit, accept the bonus rules and check the amount against the limits in one pass, because that single habit prevents most missing rewards and declined payments on Fafabet online.