Assuming that a new account works straight away without any checks often leaves players staring at a verification request that blocks play. The most common cause is that the identity documents do not match the details entered at sign-up.
After uploading a document, the player may see a message that the file is rejected or that verification is still in progress for days. The usual reasons are listed below.
The photo is blurry or the corners of the document are cut off.
The name or date of birth on the document differs from the account details.
The document has expired or shows an old address.
A selfie was taken with a filter, poor lighting or a covered face.
The player uploaded a screenshot instead of an original photo.
Take a new photo of the document in daylight, with all four corners visible.
Place the document on a flat, dark surface so the edges stand out.
Make sure the text and photo on the document are sharp and readable.
Compare the name and date of birth with what is saved in the account.
If they differ, update the account details to match the document.
Upload the front and back of the document if both sides contain information.
For the selfie, remove glasses and hats and look straight at the camera.
Use the phone browser to upload files directly from the camera roll.
Wait for the review to finish before uploading new files, as extra uploads can slow the process.
Keep a copy of every file sent so you can refer to it later.
Contact support only after all documents are clear and the account details match, or if the review has not moved after several days.
Withdrawal pending longer than expected
A withdrawal can sit as pending while the account is reviewed, leaving the player unable to use the funds. Common causes include incomplete verification, a bonus still in play, and payment details that do not match the account holder.
Identity verification is not yet complete.
A welcome bonus or free spins have not been fully used.
The withdrawal method does not belong to the account holder.
A recent deposit has not cleared the payment provider’s checks.
The player requested a second withdrawal before the first was processed.
Open the account and check the verification status first.
Finish any remaining verification steps before contacting support.
Review the bonus balance and complete any outstanding conditions.
Confirm that the withdrawal method is in the same name as the account.
Cancel the pending request if you need to change the amount or method.
Submit a new request with the correct details and note the reference number.
Use the phone browser to upload any additional documents requested.
Avoid starting a second withdrawal while the first is still pending.
Keep screenshots of the request and any confirmation messages.
Check the account history for a status change before sending a new message.
Contact support if the withdrawal remains pending after verification is complete and all bonus conditions are met.
Welcome bonus or free spins not credited
Players often see the deposit in their balance but no bonus or free spins attached to the account. The main reasons are a missing bonus code, an ineligible deposit method, or a bonus already claimed on the same account.
The bonus code was not entered during the deposit.
The deposit method is not part of the offer.
The account already used a welcome offer in the past.
The deposit was made after the offer period ended.
The bonus was credited but is hidden in a separate bonus balance.
Check whether the bonus appears as a separate balance that must be activated.
Confirm that the bonus code was typed exactly, with no extra spaces.
Review the deposit method used, as some methods do not qualify for the offer.
Check that this is the first welcome offer claimed on the account.
Look at the account history to see if the bonus was already credited and used.
If the offer required a minimum deposit, make sure the amount met it.
Contact support with the deposit reference and a screenshot of the missing bonus.
Do not make another deposit for the same offer before support replies.
Keep the bonus terms open so you can refer to the conditions in your message.
Contact support when the deposit reference, code and account history show that the offer should have been credited.
Cannot log in or account locked after failed attempts
After several wrong password entries, the screen may show that the account is locked or that the login details are incorrect. This is usually caused by a typing error, a forgotten password, or a security block after repeated failures.
Caps Lock is on or the keyboard layout is set to another language.
The password was changed recently and the old one is still being used.
Too many failed attempts triggered a temporary lock.
The account email or username was entered with a typo.
Saved login details in the browser are outdated.
Type the username and password slowly, checking Caps Lock and layout.
Use the show-password option to see what is being entered.
Clear the saved password for the site in the browser settings.
Try the login from a fresh private window in the phone browser.
Use the password reset link sent to the email address on the account.
Open the email on the same phone and follow the link to set a new password.
Choose a password that was not used before on this account.
If the account is locked, wait for the lock to expire before trying again.
Do not keep guessing, as each failed attempt can extend the lock.
Note the exact error message shown on the screen.
Contact support with the username and the error message when the reset does not work.
Contact support if the password reset email does not arrive or the account stays locked after the waiting period.
Keeping the name and address on the account identical to the documents, and finishing verification before requesting a withdrawal, prevents most of these problems.
