Even the best-run saloon has the odd creaky door. This page collects the problems our support team sees most often and the fixes that solve them, so you can get back to the reels on GoldenGun without waiting for a reply. If none of these work, our live chat is open 24/7 and usually answers in under 60 seconds.
Quick symptom-to-fix table
| Symptom | Likely cause | Quick fix |
|---|---|---|
| ‘Incorrect password’ | Typo, Caps Lock or old saved password | Retype carefully or use Forgot password |
| ‘Account locked’ | 5 wrong attempts | Wait 15 minutes, then retry |
| No reset email | Spam folder or wrong address | Check spam; the link lasts 30 minutes |
| Deposit declined | Credit card, name mismatch or bank block | Use a debit card or e-wallet in your name |
| Game stuck on loading | Browser cache or extensions | Clear cache, disable ad-blockers, refresh |
| Bonus not showing | Deposit below £10 or offer not opted in | Check the offer terms and your Bonuses tab |
| Verification pending | Documents under review | Allow up to 24 hours |
| Withdrawal pending | Within our 2-hour review | Wait, then contact chat if over 2 hours |
| ‘Not available in your region’ | VPN or non-GB location | Switch off your VPN |
Login and account access
Most login issues are fixed in under a minute:
- Check you’re using the email you registered with.
- Make sure Caps Lock is off; passwords are case-sensitive.
- Delete any old password your browser auto-fills and type it fresh.
- If you’ve tried five times, your account is locked for 15 minutes. Wait it out rather than trying again.
- Use Forgot password; the reset link is valid for 30 minutes.
If your two-step SMS code doesn’t arrive, check your signal, wait 60 seconds and request a new one. Changed number? Contact live chat and we’ll verify your identity before updating it. Remember that sessions end after 30 minutes idle, so a sudden logout isn’t an error.
If you’ve self-excluded with us or registered with GAMSTOP, login to play is deliberately blocked until your exclusion ends. That is the system working as intended.
Deposits that don’t go through
GoldenGun accepts Visa Debit, Mastercard Debit, PayPal, Skrill, Neteller, Revolut, Paysafecard, Apple Pay and Rapid Transfer / Open Banking, all with no fees from us. If a deposit fails:
- Credit cards are banned for gambling in Great Britain, so they’ll always be declined.
- Crypto isn’t available on UK accounts.
- Name mismatch: the payment method must be in the same name as your account.
- Bank blocks: some banks offer a gambling block. If you’ve switched one on, the payment will be declined until you remove it, which can take a few days by design.
- Deposit limits: if you’ve hit a limit you set, the cashier will tell you when it resets.
The minimum deposit is £10.
Games not loading
GoldenGun runs entirely in your browser, so most game problems are browser problems.
- Refresh the page, then close and reopen the game.
- Clear your browser cache and cookies for goldengun.co.uk.
- Disable ad-blockers or privacy extensions that may block game providers.
- Update your browser to the latest version (Chrome, Safari, Firefox or Edge).
- Try a different connection; live dealer tables like Mega Roulette and Funky Time need a stable signal.
If a round disconnects mid-spin, don’t worry: the result is stored on the provider’s server and appears in your game history. Bonus buys aren’t available to GB players and autoplay is switched off, so you won’t find those buttons on any slot.
Bonus not credited
The GoldenGun welcome offer is 100% up to £500 plus 100 Free Spins on Book of Ra, with a minimum deposit of £10 and 10x wagering. If it hasn’t appeared:
- Check your deposit was at least £10.
- Make sure you opted in before depositing, if prompted.
- Look in the Bonuses tab, not just your cash balance.
- Free spins appear inside Book of Ra itself.
The Friday Vault Reload (25% up to £100) only applies to Friday deposits by PayPal, Skrill, Neteller or Revolut.
Verification stuck or withdrawal pending
Document reviews usually take up to 24 hours. If yours is longer, check Account > Verification for a declined item; blurry photos and proof of address older than 3 months are the most common reasons. Withdrawals are reviewed within 2 hours, 24/7; e-wallets then usually arrive within 2 hours, while debit cards and bank transfers take 1–3 working days.
Geo and VPN blocks
GoldenGun is regulated for GB play only. If you see a region error, switch off your VPN or proxy and reconnect on a British network. Travelling abroad? You won’t be able to play until you’re back in Great Britain.
Still stuck? Tap the GoldenGun chat button in the bottom-right corner and our team will sort it out.
Website updated 16 October 2026
