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When you try to open a game on your phone, it freezes on a loading screen or shows a blank page. This usually happens because your browser cache is full or your internet connection is unstable.

Games or Website Not Loading on Your Phone

You see a spinning wheel that never stops, or the page appears incomplete. Likely causes:

• Outdated browser or operating system
• Full browser cache or cookies
• Poor Wi‑Fi or mobile data signal
• Ad blocker or VPN interfering
• Too many browser tabs open

What to do:

1. Close all browser tabs and restart the browser.
2. Clear the browser cache and cookies. On an iPhone, go to Settings > Safari > Clear History and Website Data. On Android, open the browser menu and select Clear cache.
3. Turn off any ad blocker or VPN temporarily.
4. Switch from Wi‑Fi to mobile data, or the other way, to see which works better.
5. Update your browser to the latest version from your phone’s settings.
6. Restart your phone.
7. Open WoodbineCasino again in a private or incognito browser window.
8. If the game still does not load, try a different browser (Chrome, Safari, Firefox).
9. Check that your phone’s operating system is up to date.
10. If nothing helps, contact support.

When to contact support: after you have completed all ten steps and the problem persists.

Welcome Bonus or Free Spins Not Credited

You made a deposit expecting a bonus, but your balance shows only the deposited amount. Likely causes:

• Bonus code was not entered during deposit
• Deposit amount is below the minimum required
• Payment method used is not eligible for the promotion
• You already claimed the welcome offer on another account
• Geographic restrictions apply to the bonus

What to do:

1. Log in to your account at Casino Woodbine and go to the cashier section.
2. Check the terms of the current welcome promotion in the promotions page.
3. Confirm that you entered the correct bonus code before submitting the deposit.
4. Review your deposit history to see if the deposit was completed.
5. Ensure your payment method is listed as accepted for the promotion.
6. Check that your deposit amount meets the minimum stated in the terms.
7. Look for a bonuses or offers tab in your account; the bonus may appear there after a short delay.
8. If you used a different email or account, that account may already hold the bonus.
9. Contact support with your deposit receipt and the promo code you used.

When to contact support: if you followed all steps and the bonus still does not show after one hour.

Identity Verification (KYC) Stuck or Documents Rejected

You uploaded your ID and proof of address, but the status remains “pending” or you received a rejection notice. Likely causes:

• Document photo is blurry or cropped
• Name on the ID does not match your account name exactly
• Document type is not accepted (e.g., student ID)
• File size or format is wrong
• Address proof is older than the allowed time period

What to do:

1. Log in and go to the verification or KYC section of your account.
2. Read the exact reason given for rejection, if available.
3. Take a new photo of your government‑issued ID (passport, driver licence, national ID card).
4. Make sure the entire document is visible, no fingers or shadows cover text.
5. Use a plain background and good lighting.
6. For proof of address, upload a utility bill, bank statement, or government letter from the last three months.
7. Check that the address matches the one you registered on Woodbine Casino.
8. Save the file as a JPEG or PNG, below the maximum file size stated in the upload window.
9. Re‑upload each document separately, not as a single combined file.
10. If the status stays stuck after 24 hours, contact support.

When to contact support: after you have re‑submitted documents and the status remains unchanged for two business days.

Cannot Log In or Account Locked After Failed Attempts

You enter your email and password, but you see “incorrect credentials” or “account temporarily locked.” Likely causes:

• Caps Lock is on when typing the password
• Password contains a typo or you forgot it
• Email address is misspelled
• Account was locked after multiple failed login attempts
• Browser saved an old password that is no longer current

What to do:

1. Check that your phone’s keyboard does not have Caps Lock enabled.
2. Type your email and password slowly in a text editor, then copy and paste them into the login fields.
3. Use the “Forgot password” link to reset your password. A reset email will be sent to your registered email.
4. If the reset email does not arrive, check your spam or junk folder.
5. Make sure you are logging in at the correct website for Woodbine Casino app.
6. Wait at least 15 minutes after the account is locked before trying again.
7. Clear browser cache and cookies, then close and reopen the browser.
8. Log in using a private or incognito window to avoid saved credentials.
9. If you remember your password but still cannot log in, request a password reset anyway to rule out a corrupted session.
10. If the lock persists after an hour, contact support.

When to contact support: if you have reset your password and waited 30 minutes, yet the account remains locked.

Quick Reference

The table below summarises the most common problems, their usual cause, and the first check you should perform.

The first check is often the fastest fix. Clearing your browser cache resolves most loading problems on a phone. For bonus issues, verifying the promotion code comes next because many players forget to enter it. KYC rejections are frequently caused by poor image quality, so checking your photo sharpness saves time. Login problems usually stem from simple typing errors. Account locks are a safety feature that resets after a short wait. If the first check does not work, move to the full step‑by‑step list for that specific problem.

To prevent most of these issues, always use a stable internet connection and clear your browser cache once a month before logging in.