We want your time with us to run smoothly, but now and then something gets in the way: a password that will not work, a deposit that is declined or a game that refuses to load. This page collects the fixes our support team at EchoSlots Casino uses most often, so you can sort things out yourself in a few minutes.
Work through the steps under the heading that matches your problem. If none of them helps, our team is on hand 24/7 by live chat and email.
Quick reference
| Problem | Most likely cause | First thing to try |
|---|---|---|
| Cannot log in | Wrong or autofilled password | Reset your password |
| Account locked | 5 wrong attempts | Wait 15 minutes |
| Deposit declined | Bank block or card type | Check it is a debit card in your name |
| Game will not load | Browser cache or extensions | Clear cache, disable ad blockers |
| Bonus missing | Not opted in at deposit | Contact live chat with the deposit time |
| Withdrawal pending | Review or verification | Check the Verification tab |
| Verification rejected | Unclear or out-of-date document | Re-upload a clear, current copy |
Login problems
Password not accepted
- Check that caps lock is off.
- Delete any autofilled password and type it manually; browsers often save an old one.
- Make sure you are using the email address you registered with.
- Use Forgot password? to get a reset link. It is valid for 30 minutes, so use it promptly.
Account locked
After 5 wrong attempts we lock the account for 15 minutes to protect it. Wait out the lock, then reset your password rather than guessing again.
2FA code rejected
Authenticator codes change every 30 seconds or so. Wait for a fresh code and enter it quickly. If your phone’s clock is wrong, codes will not match, so set the date and time to update automatically. Our full login guide covers 2FA set-up and changing phones.
“Account restricted” message
If you have taken a time-out, self-excluded or registered with GAMSTOP, you will not be able to log in until the period ends. This is by design and cannot be lifted early.
Deposit declined
- Check the card type. We accept Visa Debit and Mastercard Debit only. Credit cards are not accepted on UK accounts, and neither is crypto.
- Check the name. The card or e-wallet must be in your own name.
- Check your limits. If you have set a deposit limit, the cashier will block deposits that would exceed it.
- Check the minimum. Every method has a £10 minimum, and the welcome bonus needs at least £20.
- Contact your bank. Some UK banks block gambling transactions by default or offer a gambling block in their app. If you have switched one on, the payment will be refused.
- Try another method. Skrill, Neteller, Revolut, Rapid Transfer or Paysafecard are all instant.
If a deposit leaves your bank but does not appear in your balance after 15 minutes, contact live chat with the date, time and amount.
Game not loading
Most loading problems are caused by the browser rather than the game.
- Refresh the page once, then try another game to see if the issue is limited to one title.
- Check your internet connection. Live dealer tables from Evolution and Pragmatic Play Live need a steady connection.
- Disable ad blockers and privacy extensions for our site; they can stop game windows from opening.
- Make sure your browser is up to date.
- Close other tabs streaming video, which can compete for bandwidth.
If a game freezes mid-round
Do not worry about your stake. Rounds are recorded on the provider’s server, so the result stands even if your screen freezes. Reopen the game and the round will usually complete or show in your history. If a balance looks wrong, note the game name and time and contact our team.
Bonus not credited
Our welcome bonus is 200% up to £6,000 plus 250 free spins, with a £20 minimum deposit and 10x wagering. If it does not appear:
- Did you opt in? The bonus must be selected at the deposit step. It cannot always be added afterwards.
- Was the deposit at least £20?
- Free spins arrive in batches. You get 50 a day for 5 days on Sugar Rush 1000, not all 250 at once.
- Was the Echo Wallet Boost deposit made by Skrill, Neteller or Revolut on a Friday? Other methods and days do not qualify.
Contact live chat if you believe a bonus is missing; agents can check your deposit and credit it where the terms were met.
Withdrawal pending
A pending withdrawal is in our review window, which can last up to 24 hours. To speed things up:
- Check the Verification tab for any outstanding requests.
- Confirm that you have no active bonus with wagering left.
- Make sure the payout method is in your name.
Remember that debit card withdrawals take 1–3 working days after approval. Full details are in our withdrawals guide.
Verification rejected
A rejection email always gives a reason. The common ones are:
- Image unclear: retake the photo in good light with all four corners visible.
- Document expired: upload a current passport, driving licence or ID card.
- Proof of address too old: it must be dated within the last 3 months.
- Address mismatch: the document must show the address on your account.
- Wrong format: use JPG, PNG or PDF up to 10 MB, and no screenshots of screenshots.
Browser and cache fixes
Many problems disappear after clearing stored data.
Chrome (desktop and Android)
- Open the menu, then Settings, then Privacy and security.
- Choose Delete browsing data.
- Tick cookies and cached images, then confirm.
Safari (iPhone and iPad)
- Open Settings, then Safari.
- Tap Clear History and Website Data.
After clearing, log in again. If you added our site to your home screen as a web app, remove the icon and add it again for a fresh start.
Still stuck?
Try a different browser or device. If the problem follows you, contact our support team 24/7 by live chat, where the average first reply is about a minute, or by email. A short description and a screenshot of any error message help us fix things faster.
