On the bus to work you open the cashier to see your withdrawal still marked as pending. In most cases the cause is a routine security or identity check that has not finished yet.

Withdrawal still pending after you request it

You see the withdrawal status unchanged for longer than you expected, and the money is still shown as locked. A common cause is that the request was made before your identity was fully confirmed, so the payment team is holding it while they review your account.

• Your account still has an unfinished identity check (KYC) and the payment team cannot release funds yet.
• The withdrawal was requested to a method that does not belong to you, so the payment team needs to confirm ownership.
• You have an active bonus and the wagering requirements are not yet met, so the balance is not fully withdrawable.
• The payment provider is doing a routine security review of the transaction, which can hold it for a while.
• You sent the request during a weekend or public holiday, when fewer staff are available to process it.

1. Open your account profile and confirm that your identity check shows as complete. If it is not complete, send the missing documents first.
2. Open the cashier and take a screenshot of the pending withdrawal, including the reference number and the amount.
3. Check the withdrawal method you chose. Make sure the account name matches your casino account name exactly.
4. If you have an active bonus, open the bonus details and see whether the wagering requirement is met. If it is not, keep playing within the bonus rules or ask support to cancel the bonus before withdrawing.
5. Wait a reasonable time after the request before contacting support, because most routine checks clear on their own.
6. If the status has not changed, start a live chat or send an email with your username, the reference number and the screenshot.
7. Ask support to confirm which check is holding the withdrawal and what they need from you.
8. If they ask for documents, send clear photos or scans with all four corners visible and no glare.
9. Reply to the same email thread or chat so the payment team can match your documents to the case.
10. Do not send the same request twice or open a second withdrawal, because that can create a duplicate and slow things down.
11. Keep a note of the date and time of each message you send to support.
12. If the withdrawal is still pending after the security review, ask for a written explanation of the delay.
13. When the funds arrive, check the amount against your request and keep the confirmation for your records.

Contact support as soon as you have sent every requested document and the status has not moved.

Welcome bonus or free spins missing from your account

You finish registration or make a deposit and the bonus balance or the free spins do not appear. Often the cause is a missing bonus code or a deposit that did not match the offer conditions.

• You did not enter the bonus code at the right step, so the system did not link the offer to your account.
• Your deposit was made before you activated the bonus, so the payment was treated as a plain deposit.
• You already used a welcome offer on this account or on another account with the same details, and the system allows only one.
• The deposit method you used is excluded from the offer, so the bonus was not triggered.
• The bonus was credited to a separate bonus balance that is not shown in the main cashier view.

1. Open the promotions or bonus section of your account and check whether the offer appears as active or completed.
2. Look at the transaction history for the deposit and see whether a bonus line appears next to it.
3. If the offer needed a code, repeat the deposit flow on paper: confirm the code was typed exactly, without extra spaces.
4. Check that your deposit went through after you activated the offer, not before.
5. Open the bonus details and look for a separate bonus balance. Some accounts show cash and bonus money side by side.
6. If the free spins are missing, open the games section and look for a spins counter near the eligible game.
7. Contact support with your username, the offer name, the deposit reference and the time of the deposit.
8. Attach a screenshot of the promotion page where you activated the offer, if you have one.
9. Ask support to confirm whether the offer was applied to your account and, if not, why.
10. If the offer was not applied, ask whether they can add it manually while keeping the same conditions.
11. Do not make a second deposit to trigger the same offer before support replies, because that can create a duplicate claim.
12. If support adds the bonus, open the bonus details and confirm the new balance and the expiry date.
13. Note the expiry date so you do not lose the bonus before you use it.

Contact support on the same day if the deposit is confirmed and neither the bonus nor a clear reason appears in your account.

Deposit taken by the bank but not shown on the casino balance

Your bank statement shows the payment as completed, but the casino balance has not changed. The usual reason is a delay between the payment provider and the casino system, or a deposit that was sent without the reference that links it to your account.

• The payment provider has confirmed the charge but has not yet sent the confirmation to the casino system.
• The deposit was made with a method that needs manual matching, so a staff member must link it to your account.
• You used a different currency or account name than the one in your casino profile, and the payment is waiting for a manual review.
• The deposit was sent to an old payment detail that is no longer active, so it sits unassigned.
• Your bank placed a temporary hold that shows as completed on your side but has not settled on the casino side.

1. Take a screenshot of the bank statement line showing the payment, with the date, amount and reference visible.
2. Open the casino cashier and check the deposit history for a pending or failed entry.
3. Compare the amount and the currency on the statement with the amount you entered in the cashier.
4. If the casino shows the deposit as pending, wait for the payment provider to finish the transfer before sending a second payment.
5. If the casino shows nothing, contact support and send the statement screenshot.
6. Include your username, the exact amount, the currency and the time of the deposit.
7. Ask support to search for the payment by reference and to confirm whether it has arrived.
8. If support cannot find it, ask them for the payment details they need so your bank can trace the transfer.
9. Contact your bank only after the casino confirms it has no record of the payment.
10. Do not send a second deposit to the same account until the first one is resolved, because it can create a duplicate.
11. Keep every message from support and from your bank in one folder.
12. When the deposit appears, check the amount and the currency on the balance.
13. If the deposit is returned to your bank instead, wait for the return to complete before trying again.

Contact support as soon as you have the statement screenshot and the casino history shows no matching entry.

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Identity verification stuck or documents rejected

You upload your documents and the status stays on pending, or you receive a rejection without a clear reason. The common causes are poor image quality, mismatched details or a document that has expired.

• The photo is blurry, cropped or has a glare that hides part of the text or the photo.
• The name or address on the document does not match the details in your casino profile exactly.
• The document has expired or the proof of address is older than the period the casino accepts.
• You sent only one side of a document that needs both sides, or you missed a required page.
• The document type you sent is not on the list the casino accepts for that check.

1. Open the verification section and read the list of accepted document types before uploading again.
2. Take a new photo in daylight, with the whole document in the frame and all four corners visible.
3. Avoid flash and shadows, and make sure the text and the photo are sharp.
4. Check that the name, date of birth and address match your casino profile exactly, including middle names.
5. If the address is different, update your profile first and then upload the proof of address.
6. Send every page the casino asks for, including the back of an identity card if required.
7. Upload files in the format the casino accepts and keep each file under the size limit shown on the upload page.
8. After uploading, check the status in the verification section rather than sending the same files again.
9. If a document is rejected, read the rejection note and correct only the issue it mentions.
10. Contact support with your username and the type of document you sent, and ask which detail failed the check.
11. Ask whether a different document type from the accepted list would clear the check faster.
12. Keep a copy of every document you send and the date you sent it.
13. When the check is approved, confirm that the status shows as verified before you request a withdrawal.

Contact support after a second rejection, because a repeated failure usually means a detail in your profile needs to be corrected first.

Before you start playing, complete your identity check and save a screenshot of every deposit confirmation.