The balance shows a withdrawal marked as pending and the money does not move, and the usual reason is an account check that was never finished. The most common cause is a mismatch between the player’s details and the documents on file.
A pending withdrawal that stays pending
The cashier lists the request as pending and the balance is frozen at that amount. Several things keep a withdrawal in this state.
- A first withdrawal always waits for identity checks before money moves.
- Documents were uploaded but are blurred, cropped or show different details than the account.
- The payment route used for the deposit must be used for the withdrawal, and a different route stalls the review.
- Bonus money was still active when the request went in, so the balance is being recalculated.
- An unfinished deposit method or a reopened request sits in the queue.
- Open the cashier and confirm the request shows as pending rather than cancelled.
- Cancel the request only if the cashier allows it, then check the balance before resending.
- Make sure the account holder name matches the name on the bank or payment account.
- Replace any document that is cut off, glaring or unreadable with a clear photo of the whole page.
- Send proof of address that shows the same address as the account.
- Clear any active bonus before sending a new request, or the balance may be recalculated again.
- Use for the withdrawal the same payment route that funded the deposit.
- Leave one request open and wait, because sending a second request can delay both.
- Write down the request reference so support can find it later.
Contact support once every document is clear and the request still sits pending with no message explaining why.
Login failures and a locked account
The password field returns an error, or the account closes after several wrong attempts and the player cannot get back in. A few causes cover most of these cases.
- The password was typed with the wrong keyboard language or with a stray space.
- Too many wrong attempts triggered a temporary lock.
- The email address on the account is one the player no longer uses.
- Two-factor authentication is on and the code does not arrive.
- Saved browser details are filling in an old password.
- Type the password by hand into a plain text field first, so any typo is visible.
- Check the keyboard language and remove spaces at the start or end.
- Try the password reset link on the login page.
- Open the reset email in the same browser and finish the steps in one session.
- If the lock message appears, stop trying, because repeated attempts extend the lock.
- Turn off autofill or delete the saved entry for visit site in the browser.
- Wait out the lock period, then sign in once with the new password.
- Request a fresh code if two-factor authentication is active and the old one has expired.
- Switch to the phone browser on mobile data if the home network blocks the login page.
- Keep the recovery email address active, since it is the only route back into the account.
Contact support when the reset email never arrives and the account stays locked after the lock period ends.
A deposit taken from the bank but missing from the balance
The bank shows the payment as completed while the casino balance stays unchanged. Deposits can be held at several points along the route.
- The payment is still moving between the bank and the casino, and the bank shows it earlier.
- The deposit went to an old account or to a saved card that is no longer valid.
- The bank declined or reversed the payment after it first appeared as sent.
- A deposit limit or self-exclusion on the account blocks the credit.
- The bonus code attached to the deposit was mistyped, so the credit is held for review.
- Take a screenshot of the bank transaction showing the amount, reference and status.
- Refresh the casino balance in a new browser tab, since the page can hold an old figure.
- Check the deposit history inside the cashier for the same payment.
- Compare the reference on the bank record with the reference in the history.
- Retype any bonus code instead of pasting it, and keep the spelling exact.
- Make the next small test deposit to confirm the balance credits normally.
- Keep the screenshot and the history entry together for support.
- Do not repeat the deposit several times, because each attempt can create another hold.
- Note whether the account has a deposit limit or block in place.
- Write one short message with the reference, the amount and the screenshot attached.
Contact support as soon as the bank shows the payment as settled while the history has no matching entry.
Use one password manager entry, one verified email address and one clear set of documents from the first day, and most of these blocks never appear.