You tap the withdrawal button and the screen returns “verification required” or keeps the request pending, and nothing you try changes it. Most often this happens because your account details, documents or payment route do not yet match what the platform needs before money can move.
Identity checks that stall or documents that get rejected
The player uploads a document and sees it marked as rejected or the verification stays open for a long stretch. The account then stays limited, and withdrawals wait.
- The photo is blurred, cropped or shows glare over the printed details.
- The name on the document does not match the name on the account.
- The document has expired or the address proof is older than the platform accepts.
- Only one side of an ID card was uploaded when both sides are needed.
- The file format or size is outside what the upload form accepts.
- Retake photos in daylight on a flat surface, with all four corners of the document visible and no flash reflection.
- Use the full name exactly as it appears on the document, including middle names and accents.
- Send the front and back of the ID and a separate proof of address that shows your name and full address.
- If the address proof is rejected, choose a different document type that carries the same details.
- After a rejection, upload once more from the same section instead of sending duplicates through other channels.
When a second upload is rejected with no reason shown, or the status has not moved at all, contact support and attach the same files you submitted.
Access to the secure upload area is the first fix when the form itself fails to load. A cached page or an old tab can block the upload, so sign in through here in a fresh browser window before you try again.
Withdrawals that stay pending beyond the stated window
The withdrawal appears in your history as pending or processing and the balance has already been reduced. The money has not reached your payment route.
- The identity check is still open, so the payout is held.
- A bonus is still attached to the balance and must be cleared or removed first.
- The payout method was never used for a deposit on the account.
- The payment provider has not yet confirmed receipt of the transfer.
- The requested amount sits outside what the chosen route allows.
- Open the withdrawal history and note the exact status shown next to the request.
- Check whether any active bonus remains on the account and complete or cancel it.
- Confirm that the payout route is one you have deposited with before.
- Make sure the surname, card or account holder name and currency match your profile.
- Leave the request untouched instead of cancelling and resubmitting it, which can restart the queue.
If the status has not changed after the stated period and no bonus or verification issue exists, contact support with the request reference and a screenshot of the history.
Deposits taken by the bank but missing from the balance
Your bank shows the charge as completed, yet the casino balance did not move. In some cases the same deposit later appears twice.
- The payment route sent a confirmation that has not yet reached the account.
- The deposit was made with a card or account that is not in your own name.
- A duplicate request was created by refreshing or tapping the pay button twice.
- The transaction failed on the provider side and the bank will reverse it on its own.
- The amount landed in a bonus balance rather than the main cash balance.
- Take a screenshot of the bank transaction showing the amount, time and reference.
- Refresh the balance in a new tab and check the deposit history before doing anything else.
- Look at the bonus section to see whether the funds were credited there.
- Wait for the provider confirmation rather than repeating the same deposit.
- Keep the bank statement entry, since a failed deposit is reversed back to the source by the provider.
Contact support when the deposit is missing after the provider has confirmed the charge, and include the bank reference so the payment can be traced.
Keep your profile details, document photos and deposit routes consistent from the first day, and most of these blocks never appear.
