Resolving Issues with Disappearing Free or Bonus Spins on Rootz
This article helps you locate free/bonus spins that seem to have “disappeared” and fix the most common claim, login, and game-launch issues. It’s brand-neutral and written for quick answers by you or a chatbot.
Step-by-Step: Find Your Missing Spins
Refresh your session
Log out → close the app/browser → log back in.
If you use multiple devices, check the one you claimed on.
Open the featured game directly
Free spins usually live inside the specific slot named in the offer/reward card.
Go to My Rewards / Promotions, note the game title, then launch that game.
If spins don’t pop on load, play 1 demo round (if available) or re-open the game.
Confirm the claim status
Check My Rewards → Active / Available / History.
If the card shows Claimed, the spins are typically already in-game.
If the card shows Expired, the 24-hour window likely passed.
Verify the qualifying action
For “spins on deposit”: ensure the minimum deposit was met and the bonus box was ticked.
For “spins on wager”: confirm you met the minimum bet/rounds during the promo window.
Fix common error messages
“Not logged in” during claim → re-login and reopen the featured game from My Rewards.
“Failed to receive bonus” after deposit → open the featured game named on the offer; spins often sit there despite the message.
Check time limits and geography
Most spin batches expire in 24 hours after credit/claim.
Some offers are region-limited; ensure you’re in an eligible location and not using a VPN/proxy.
Quick technical resets
Clear cache/cookies (browser) or reinstall/update (app).
Try another browser/device/network (Wi-Fi ↔ data).
Disable ad-blockers/script-blockers for the session.
Review bonus and game eligibility
Some spins are game-specific or provider-specific; use the named title only.
If a provider is under maintenance, the spins show once the game is back online.
Important Terms (read before claiming)
Location & account: One account per person. Location/VPN issues can block rewards.
Expiry: Free-spin batches often expire within 24h of credit or claim.
Game binding: Spins are tied to the featured game named on the reward card; they won’t appear in other games.
Qualifiers: Deposit/wager thresholds and opt-in must be met within the promo window.
Winnings & wagering: Check the offer card for spin value and whether wagering applies to winnings.
Visibility: Claimed spins may leave My Rewards and appear only in-game.
FAQs
Q: I claimed spins but don’t see them. Where are they?
A: Open the specific game named in your reward card. Spins usually attach to that game.
Q: I got “Not logged in” while claiming. Are my spins gone?
A: No. Re-login, then launch the featured game from My Rewards; the spins should be there.
Q: My deposit bonus spins didn’t show after I paid.
A: Confirm you opted in and met the minimum deposit, then open the featured game directly.
Q: The card vanished from My Rewards.
A: Claimed spins often move into the game; open the named title. If expired, the card moves to History.
Q: Do free spins expire?
A: Commonly within 24 hours of credit/claim. Check your reward card for the exact timer.
Q: Can I use the spins on any slot?
A: No. They’re game-specific. Use the exact title shown in the offer.
Q: My region changed / I turned on a VPN. Now what?
A: Disable VPN and ensure you’re in an eligible region. Region changes can hide rewards.
Still need help?
Have your reward name, featured game title, time of claim, and screenshots ready (error message + My Rewards + game lobby).
Windows: Win+PrtScn
macOS: Shift+Command+3
Mobile: Use your device’s screenshot buttons
Contact Support: Live Chat (24/7) or email support@wildz.com