Troubleshooting at a Glance
Most problems at an online casino come down to a handful of causes: a password typed wrong too often, a document the verification team cannot read, a payment method the bank blocks, or a bonus that was never opted into. The good news is that nearly all of them can be fixed in minutes once you know where to look.
This page works through the issues GoldenGun players report most often, each as problem, cause and fix. Start with the quick-fix table, then jump to the section that matches your symptom. One important point first: this is an independent review site. We cannot see or change your account. If a fix here does not work, contact the casino’s 24/7 live chat, which typically answers in under two minutes.
Quick-Fix Table
| Symptom | Likely cause | Fix |
|---|---|---|
| ‘Account locked’ on login | Five failed password attempts | Reset with the emailed link from ‘Forgotten password’ |
| Verification still pending | Blurry, cropped or out-of-date document | Re-upload a clear photo; proof of address under 3 months old |
| Deposit declined | Bank block, gambling block or credit card | Use a debit card, Apple Pay or an e-wallet in your name |
| Withdrawal pending | 12-hour review or open document check | Wait for review; answer any document request |
| Withdrawal reversed | Cancelled, failed payment detail or check | Read the cashier note, fix it, request again |
| Bonus not credited | Offer not selected at the cashier | Ask live chat before you start playing the deposit |
| Free spins missing | Daily batch not yet due, or wrong game opened | Open Big Bass Splash; spins drop 20 per day |
| Game frozen | Connection drop or browser cache | Refresh, clear cache, reopen; the round is saved server-side |
| ‘Not available in your location’ | VPN, proxy or travel abroad | Switch off the VPN and play from the UK |
| Session or limit message | Reality check or a limit you set | Read it, take a break; limits can be lowered instantly |
Can’t Log In or Account Locked
Problem: the login screen rejects your details or shows an ‘account locked’ notice.
Cause: the account locks after five failed attempts. Other culprits are caps lock, an autofill entry with an old password, or a two-factor code that has expired.
Fix:
- Choose ‘Forgotten password’ and follow the reset link sent to your registered email.
- Check spam and promotions folders if nothing arrives within ten minutes.
- For two-factor problems, make sure your phone’s clock is set automatically; authenticator codes fail if the time drifts.
- If you have changed phone, ask live chat to reset 2FA after they confirm your identity.
Our step-by-step login guide covers two-factor setup in detail.
Verification Stuck
Problem: documents show as ‘pending’ or ‘rejected’ and you cannot play or withdraw.
Cause: UK rules require age and identity checks before any play. Rejections usually mean the image is unreadable, the ID has expired, or the proof of address is older than three months or lacks your full name.
Fix: upload a sharp photo of your passport or driving licence with all four corners visible, plus a utility bill or bank statement dated within three months. PDF bank statements downloaded from your banking app are often accepted faster than photos. If you are asked about source of funds, provide what is requested in one go; partial answers restart the queue.
Deposit Declined
Problem: the cashier shows ‘payment failed’ or your bank declines the deposit.
Cause: the most common reasons are a gambling block switched on in your banking app, an attempt to use a credit card (banned for gambling in Great Britain), a card registered to someone else, or a deposit below the £10 minimum.
Fix: check your banking app for a gambling block; if you set it deliberately, respect it. Otherwise use a debit card, Apple Pay, Skrill, Neteller, Revolut, Rapid Transfer or Trustly in your own name. Crypto is not accepted on UK accounts, so do not try to route funds that way.
Withdrawal Pending or Reversed
Problem: your withdrawal sits at ‘pending’, or the money reappears in your balance.
Cause: every request is reviewed within 12 hours. Payment speeds such as under one hour for e-wallets apply only after approval. A request may pause for outstanding documents or an affordability check, and it can be reversed if you cancelled it or a payment detail failed.
Fix: complete any document request, then wait for the review window. Remember the closed loop: payouts go back to your deposit method, and Paysafecard cannot receive them. Limits are £5,000 per day and £20,000 per month. If a request was reversed, read the cashier note, correct the issue and request again. Full timings are in our payment and withdrawal section of the review.
Bonus Not Credited
Problem: you deposited but the 100% up to £300 welcome bonus did not appear.
Cause: the offer must be selected at the cashier on your first deposit of £10 or more. Deposits made without opting in, or below the minimum, do not qualify.
Fix: contact live chat before you play through the deposit; once the cash has been wagered, adding the bonus is much harder. Check the rules of weekly offers such as the Tuesday Wallet Boost, which needs a Skrill, Neteller or Revolut deposit. Our promotions guide lists every qualifying condition.
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18+. New UK customers only. Please gamble responsibly.
Free Spins Missing
Problem: the free spins are not in your account.
Cause: the 100 spins are released 20 per day over five days, and they appear only inside Big Bass Splash. Opening a different slot will not show them.
Fix: launch Big Bass Splash and look for the free-spins prompt. Each batch has its own expiry, so play them before the next one arrives. Winnings land as cash with no wagering. If a batch is missing a full day after it was due, ask live chat to check.
Game Freezes or Won’t Load
Problem: a slot or live table stalls, shows a spinning wheel or a blank screen.
Cause: an unstable connection, an outdated browser, a full cache, or a content blocker interfering with the game provider’s scripts.
Fix: refresh the page and reopen the game; results are recorded on the server, so an interrupted round will complete or be shown in your game history. Clear the browser cache, switch from mobile data to Wi-Fi, and pause ad blockers for the site. If one title keeps failing, note the game name and time and send it to support.
Location, VPN, Mobile and Limit Messages
Location or VPN block
A UK account works only from the UK. VPNs, proxies, corporate networks and iCloud Private Relay can make you appear elsewhere. Switch them off and reload. Playing from abroad breaches the terms.
Mobile browser issues
The casino runs in the browser with no native app. Use the latest Safari or Chrome, allow cookies for the site, and turn off low-data or battery-saver modes that throttle streaming. Adding the site to your home screen gives a cleaner full-screen view.
Session or limit messages
Reality checks and the limits you set are working as designed. A deposit or loss limit can be lowered instantly, while increases take effect after a cooling-off period. If you see repeated affordability prompts, answer them; they are a regulatory duty, not a penalty. If gambling no longer feels fun, use a time-out, self-exclude through GAMSTOP, or call GamCare on 0808 8020 133.
What’s Next
- Understand the rules behind these checks in our plain-English terms guide.
- See how player protection works on the licensing and certification page.
- Set up secure access with the login and two-factor guide.
- Compare the operator with anonymised rivals on our casino comparison table.
