Start with the region check
The most common “problem” is not a fault at all. The operator is not registered with iGaming Ontario, so the site blocks Ontario IP addresses and does not accept Ontario residents. If you see a region message, check where your connection appears to come from: some mobile networks and corporate networks route traffic through Ontario even when you are in another province. Switching from mobile data to home Wi-Fi, or the other way round, often settles it.
If you live in Ontario, the block is final. Our licences page explains why.
VPNs and account closures
VPNs are not allowed under the General Terms, and accounts found using one can be closed. Privacy VPNs, browser extensions with built-in proxies and some antivirus “safe browsing” features can all trigger the check. Turn them off before you log in and before you request a withdrawal, when location checks are strictest.
If your account is suspended and you believe it was a false positive, ask live chat for the reason in writing, then follow the complaints route: email to the complaints team, then the ADR procedure named in the terms.
Login problems
- Wrong password: five tries in a row lock the account for 30 minutes. Wait, or use Forgot password.
- Reset link expired: links are valid for 60 minutes. Request a new one; the old one stops working.
- No reset email: check spam and promotions folders, and confirm you used the address you registered with.
- Lost 2FA phone: live chat can reset two-factor authentication after an identity check.
The full sign-in walkthrough is on our login guide.
The lobby or a game will not load
A blank lobby, endless spinner or a game stuck on its loading screen is almost always local. Work through these in order:
- Refresh the page and log in again.
- Clear the browser cache and cookies for the site.
- Try another browser, or install the site as a home-screen web app on iOS or Android.
- Turn off ad blockers and script blockers for the casino; some studios load games from their own domains.
- Check your connection; live tables need a steady stream more than slots do.
If one game fails while others load, the issue sits with that studio. Try again later or pick another title.
A round was interrupted
When a connection drops mid-spin or mid-hand, the result is settled by the game studio, not lost. Reopen the same game: many slots resume the unfinished round, including free-spin features. You can also check the round in the game history in your account, which shows the stake and the outcome. If the history and your balance disagree, take a screenshot with the time and send it to live chat.
Withdrawals that seem slow
Payout times run from approval, not from the moment you click withdraw. For a verified account, approval usually takes a few hours. After that, crypto arrives in about 15 minutes, MuchBetter, Skrill and Neteller in under an hour, Interac, iDebit and Instadebit within 24 hours and Visa in 1–3 business days. Mastercard and Paysafecard cannot receive withdrawals.
The usual causes of delay are an unfinished KYC check (photo ID, proof of address dated within 3 months, sometimes proof of payment method, reviewed in 24–48 hours), a withdrawal below the C$30 minimum, or a request to a method you did not deposit with. Withdrawals go back to the deposit method where possible. Higher amounts can also hit your VIP tier’s limit: C$1,500 a day and C$15,000 a month at Sand level.
Bonus problems
If the welcome bonus of 200% up to C$8,000 + 250 Free Spins did not appear, check three things: the deposit was your first, it was at least C$20, and it was not made with Skrill, Neteller or Paysafecard. Only one bonus can be active at a time, and requesting a withdrawal with an active bonus forfeits it.
Free spins come as 25 a day for 10 days on Big Bass Splash, and each batch must be used within 24 hours. A missed day is gone. Bets above C$7.50 while wagering, or play on live casino (0% contribution), can make progress look stuck. Our plain-English terms page lists every rule.
How to get the fastest answer from support
SpinLoots runs 24/7 live chat in English and French, and our five test chats in October 2026 were answered in under 2 minutes. To get a quick fix, give your username (never your password), the time the problem happened, the device and browser, and a screenshot. For anything involving money, ask for a ticket number. If chat cannot solve it, the Help Centre email form reaches the complaints team, and the terms name the licensing authority’s ADR procedure as the last step.