You mistyped your password once, and now every login attempt shows an error even after you enter the correct one. The most common cause is a saved old password or a browser autofill entry that keeps sending the wrong credentials.
Welcome bonus and free spins not credited
You finish the sign-up steps and see the welcome bonus or free spins missing from your balance. The usual reasons are an unfinished bonus step or a payment that did not qualify.
- The bonus code was missing or typed with a different letter case.
- The first deposit was made with a method that does not trigger the offer.
- Free spins need a separate activation inside the bonus section.
- The account was not fully confirmed before the deposit.
- A previous bonus on the same account is still active.
- Open the bonus section and check whether the offer is marked as active or pending.
- Compare the code you typed with the one shown for the welcome offer.
- Confirm that your first deposit was made after the account was fully set up.
- If free spins are part of the offer, look for an activation button on the bonus card.
- Finish or cancel any older bonus that still shows as active.
- Log out and back in so the balance refreshes.
- Check that your email address and phone number are confirmed.
- Use the same currency and country details you entered at registration.
- If you made the deposit with a method that does not qualify, contact support before playing further.
Contact support if the bonus still does not appear after you complete these steps.
Games and pages failing to load on a phone
The lobby opens but a game stays on a blank screen, or the page freezes while you scroll. Mobile loading problems usually come from the browser or the connection rather than the account.
- The phone browser is outdated or has a large cache.
- The connection drops when the phone switches between Wi-Fi and mobile data.
- A content blocker or private mode blocks part of the page.
- Too many tabs or background apps use the phone memory.
- A game title is not supported in the phone browser.
- Close all other tabs and apps, then reload the page in the phone browser.
- Clear the browser cache and cookies for the site.
- Turn off any content blocker or private browsing mode for the session.
- Switch to a stable Wi-Fi or mobile data connection and try again.
- Update the phone browser to its latest version.
- Restart the phone to free memory.
- Open a different game to see whether the problem is tied to one title.
Contact support if several games fail in the same browser while other websites load normally.
Identity verification stuck or documents rejected
The account shows a pending verification status, or a document you uploaded is marked as rejected. Most delays come from image quality or details that do not match the registration data.
- The photo is blurry, cropped or has a strong glare.
- The name or address on the document differs from the account details.
- The document is expired or the file format is not accepted.
- Only one side of a two-sided document was sent.
- A selfie was taken with a filter or in low light.
- Log in to https://genesiscasino.mobi and open the verification section to see which document is pending.
- Take a new photo in daylight, with the full document inside the frame.
- Make sure no corner, number or photo is covered by your fingers.
- Upload both sides of any document that has information on the back.
- Send a selfie without filters, facing the camera in a well-lit room.
- Match the name and address exactly to what you entered at registration.
- Re-upload one document at a time and wait for the status to change before sending another.
Contact support if a document is rejected twice even though the photo is clear and the details match your account.
Deposit taken by the bank but missing from the balance
Your bank shows the payment as completed, but the casino balance stays the same. The cause is often a pending transfer or a deposit linked to a different account.
- The payment is still being processed between the bank and the casino.
- The deposit was sent to an account with a different email or username.
- A saved payment detail from an older account was used.
- The deposit was made while a bonus or verification step was incomplete.
- Refresh the balance by logging out and back in.
- Check the deposit history inside your account page.
- Confirm that the deposit reference matches the one in your bank statement.
- Make sure you are logged into the same account where the deposit was sent.
- If a saved payment detail was used, confirm it belongs to the current account.
- Keep a screenshot of the bank confirmation for your records.
Contact support with the bank reference if the deposit does not appear after these checks.
Keep one set of login details saved in your browser only after a successful sign-in, and confirm your email and phone before your first deposit; this single habit prevents most bonus, loading and verification problems.
