You tap the claim button on the welcome offer and the screen returns you to the lobby with no bonus balance and no free spins, a result that leaves players unsure whether anything happened at all. The usual cause is a claim that never finished or a first deposit that did not meet the offer's condition.

Welcome bonus or free spins missing after the claim

After opting in and paying in, the balance still shows only your own money and the free spins counter stays at zero.

• The opt-in step was skipped before the deposit was made.
• The payment went in before the offer was selected in the promotions area.
• The deposit fell outside what the offer accepts.
• An earlier welcome offer was already claimed on the same account.
• The claim was started on one device and the payment completed on another.

1. Return to the promotions area and open the welcome offer page again.
2. Check whether a claim button is still waiting there for you.
3. Press it once and wait for the confirmation message to finish loading.
4. Open your bonus balance section and see whether a separate bonus amount appears.
5. Refresh the page once, then compare the free spins counter with the offer description.
6. Confirm the payment you made matches the deposit type the offer accepts.
7. Note the exact time of the payment, because support will ask for it.
8. Send a message through the support channel with your account name and the offer title.
9. Attach a screenshot of the promotions page as it looks now.
10. Do not send a second payment while the first claim is unresolved.
11. Keep the reply you receive and follow each instruction in it.

Contact support when two full sessions have passed with no bonus balance, no free spins and no reply to your first message.

Deposit taken by the bank but absent from the balance

Your bank shows the payment as complete while the account balance stays unchanged, which is the most worrying version of this problem.

• The payment is still moving between the bank and the processor.
• The deposit was sent to an address or reference that does not match your account.
• Two payments went out in one session and the second overwrote the first request.
• A bank-side security hold paused the transfer before it reached the casino.
• The account was opened with details that differ slightly from the bank record.

1. Take a screenshot of the bank entry showing the amount and the reference.
2. Open the transaction history in your account and look for a pending entry.
3. Log out and log in again, then refresh the balance page once.
4. Wait for the current session to end before sending any new payment.
5. Compare the reference on the bank entry with the one shown in your account details.
6. If they differ, stop and write down both values.
7. Contact support and give the amount, the payment reference and the time of the payment.
8. Attach the bank screenshot to that message.
9. Do not repeat the payment until support confirms whether the first one reached the account.
10. Watch your account balance and your bank record for the next few sessions.
11. Keep every reply in one thread so the case stays together.

Contact support as soon as the bank entry is final and the balance still shows nothing, because only the payment team can trace it from there.

Games and pages that fail to load on a phone

On a phone the lobby may open while a game stays on a blank frame, spins forever, or drops back to the home screen mid-round.

• The phone browser is outdated or running an old cached copy of the page.
• Mobile data is weak or switching between networks.
• A background app is using most of the phone's memory.
• The browser is set to block scripts or cookies the games need.
• Too many tabs are open in the same browser.

1. Close every other tab in the browser and reload the page.
2. Clear the browser cache and site data, then log in again.
3. Switch from mobile data to a stable Wi-Fi network and try the same game.
4. Close background apps that are not needed during play.
5. Allow cookies and scripts for the site inside the browser settings.
6. Update the phone browser to its latest version.
7. Open https://stake-uk.uk.net/ in a fresh tab and try one game before opening more.
8. If one game fails and others run, note its name for support.
9. Restart the phone and repeat the single-game test.
10. Play in portrait mode first, then rotate the screen if a game needs it.

Contact support when one game fails on two different networks and after a cache clear, because the fault is then on the game side.

KYC check stuck or documents refused

The verification screen stays on pending, or a document is marked as not accepted with no clear reason shown.

• The photo is blurred, cropped or shows glare across the text.
• A corner of the document is covered by a finger or a shadow.
• The name on the document differs from the name on the account.
• The document has expired or the back side is missing.
• The same file was uploaded twice under different document types.

1. Open the verification area and read which document type is still outstanding.
2. Take a new photo in daylight with the whole document inside the frame.
3. Lay the document flat and keep your fingers off the corners.
4. Check that every letter of your name matches your account details.
5. Upload the front and the back as separate files where both are asked for.
6. Use a file format the upload field accepts, such as a common image type.
7. Press submit once and wait for the status to change before sending again.
8. Write down the time of each upload so you can describe the sequence later.
9. If a document is refused, upload a fresh copy rather than the same file again.
10. Contact support with the document type, the upload time and the refusal message.

Contact support when a document has been refused twice with the same clear photo, since a person then needs to review the file.

The habit that prevents most of these issues is keeping your account name, your bank details and your documents consistent, and finishing one step fully before starting the next.