You assume your documents were rejected because they are low quality, but the screen shows “verification failed” and keeps your account restricted. The most common cause is a mismatch between the name on your profile and the name on the document.
Identity verification stuck or documents rejected
Players see a pending or failed status and cannot withdraw. The usual causes are name mismatches, expired documents, poor image quality, missing pages or unsupported file types.
- Name on the document differs from your registered name.
- Document is expired or a corner is cut off.
- Photo is blurry, glared or black‑and‑white.
- Only one side of an ID is uploaded.
- File format or size is not accepted by the upload tool.
- Compare your profile name with the document and correct any spelling difference before you upload again.
- Use a current document that shows your full name and date of birth clearly.
- Place the document on a plain dark surface and take the photo in daylight.
- Avoid flash and shadows; all four corners must be visible.
- Upload both sides of an ID card if the back carries information.
- Keep the file in a common image format and below the size limit shown on the upload page.
- Submit one document at a time and wait for the status to change before adding another.
- If a selfie is requested, hold the document next to your face with the text readable.
- Do not crop or edit the image; send the original photo.
- Check that your address proof shows the same address as your profile.
- Use the same document type for all verification steps to avoid confusion.
- Contact support only after two clean uploads have failed, or if the status has not changed after a full day.
Phone browser loading and game errors
You tap a game and the screen stays blank, freezes or shows a connection error. Likely causes are a weak mobile signal, an outdated browser, too many open tabs, cached data or a game that needs more memory than the phone has free.
- Mobile data drops during loading.
- Browser version is old or not supported.
- Many tabs and background apps use memory.
- Cached files conflict with the current game version.
- The game is heavy for the phone’s hardware.
- Switch between Wi‑Fi and mobile data to see which connection is stable.
- Close all other tabs and background apps before you open the game.
- Update your phone browser to the latest version available for your device.
- Clear the browser cache and cookies, then sign in again.
- Disable any content blocker or private browsing mode for the site.
- Restart the phone to free memory.
- Try a different game to check whether the problem is site‑wide or limited to one title.
- Rotate the phone to landscape; some games load better in that orientation.
- Keep the browser in the foreground and do not switch apps during loading.
- If the page still fails, type the address directly in a fresh tab.
- Test with another browser to rule out a browser‑specific fault.
- Contact support if the same error appears on two browsers and two connections.
Deposit or withdrawal declined by limits
You try to deposit or withdraw and the screen says the amount is outside the allowed range. Common causes are a deposit below the minimum, a withdrawal above the maximum, a remaining limit on your account, an unverified payment method or a bonus condition that caps the cashout. For exact limit rules, https://betwayca.org/ explains the conditions that apply to each method.
- Amount is below the minimum deposit or above the maximum withdrawal.
- You have already reached a daily or monthly limit.
- The payment method is not verified in your name.
- An active bonus restricts the amount you can withdraw.
- Your account is not fully verified for withdrawals.
- Change the amount to one inside the range shown on the deposit or withdrawal page.
- Check whether a daily or monthly limit applies to your account and wait for it to reset if needed.
- Use a payment method registered in your own name and verified with the provider.
- If a bonus is active, complete its conditions before you request a withdrawal.
- Finish identity verification because most withdrawals require a verified account.
- Try a smaller test withdrawal to confirm the method works.
- Remove any saved payment details that are outdated and add them again.
- Make sure your account balance covers the amount plus any fee shown.
- Do not split a withdrawal into several requests to bypass a limit; this can trigger a review.
- Check that your currency matches the currency of the payment method.
- If the decline message names a limit, note the exact wording before you contact support.
- Contact support when the amount is clearly inside the range and the decline persists.
Login failure or account locked after failed attempts
You enter your password and see “invalid credentials” or a locked‑account notice. Usual causes are a wrong password, caps lock, a changed email, too many rapid attempts, a security block or a forgotten username.
- Password typed with caps lock on or with a different keyboard layout.
- Email address changed and not updated on the account.
- Several failed attempts triggered a temporary lock.
- Browser autofill inserts an old password.
- Account flagged for a routine security check.
- Type the password manually instead of using autofill.
- Check caps lock and keyboard language before you try again.
- Use the password recovery option linked to your registered email.
- If you no longer access that email, prepare proof of identity for support.
- Wait for the lock period shown on screen before another attempt.
- Clear the browser cache if the login page keeps returning an error.
- Try a different browser or a private window to rule out stored data.
- Make sure you are on the correct site address before you enter details.
- Do not create a second account; this can extend the lock.
- Note the exact error message and the time it appeared.
- Contact support with your username and the error text if recovery does not work.
- Ask support to confirm whether the lock is temporary or requires a manual review.
Quick Reference
The table below pairs each common problem with its usual cause and the first check to run.
| Problem | Usual cause | First check |
|---|---|---|
| KYC stuck or rejected | Name mismatch or poor image | Compare profile name with document |
| Phone game will not load | Weak signal or full cache | Switch connection and clear cache |
| Deposit declined | Amount outside allowed range | Compare amount with page range |
| Withdrawal declined | Unverified method or bonus cap | Confirm method is in your name |
| Account locked | Too many failed logins | Use password recovery once |
For identity checks, the document name must match your profile exactly, including middle names. Mobile loading problems often disappear after a cache clear and a browser update. Deposit and withdrawal limits depend on the method and your account status, so the range shown on the page is the first thing to compare. A locked account usually unlocks after the stated wait, but repeated attempts can extend it. Password recovery works only through the email already on file. Support responds faster when you include the exact error message and the time it appeared.
Keep your profile name, email and payment details current in one place, because most verification, login and limit problems start with outdated information.
