You try to log in and see a message that your password is wrong, even though you are sure it is correct. This usually happens because of a mistyped credential, a locked account after repeated failed attempts, or a forgotten password.
Why You Cannot Log In and How to Regain Access
When you enter your email and password, the site may show “invalid credentials” or tell you the account is temporarily locked.
- Caps Lock or Num Lock is on, so the password you type does not match the saved one.
- You are using the wrong email address or username for this specific Montreal casino account.
- Too many failed login attempts have triggered a temporary security lock.
- Your browser cache or cookies are corrupted, making the session fail.
- You have two-factor authentication (2FA) enabled and are not entering the correct code.
- Check your keyboard for Caps Lock and Num Lock. Type your password into a plain text editor to see exactly what characters you send.
- Confirm you use the exact email you registered with at the casino Montreal. Try both the email and your username, if you have one.
- Wait for the lock to lift automatically. Most temporary locks last a short time; retry after that period.
- Clear your browser cache and cookies, then restart the browser and return to https://casinodemontreal.eu.com/.
- Use the “Forgot Password” link on the login page to reset your password. Check your email inbox and spam folder for the reset link.
- If 2FA is on, make sure you read the code from the authenticator app and enter it before it refreshes.
- Still locked out? Contact support from the help page; they can unlock the account manually after verifying your identity.
If you complete all steps and still cannot log in, contact customer support with your registered email address so they can check your account status.
Why a Withdrawal Is Pending Longer Than Expected
You request a payout and the status stays “pending” or “processing” for what feels like a long time.
- The withdrawal was submitted during a weekend or public holiday when payment teams do not work.
- You need to complete identity verification before the first payout can be processed.
- The payment method you chose has its own processing time before funds reach you.
- Your account has an outstanding bonus wagering requirement that must be met first.
- A security review was triggered because the withdrawal amount or frequency is unusual for your play history.
- Log in and go to the withdrawal history page to see the current status note.
- If you have not submitted identity documents, upload them now to avoid further delay.
- Check your active bonuses. Any bonus with a wagering requirement must be fulfilled or forfeited before funds can be withdrawn.
- Look up the standard processing times for your chosen payout method in the cashier section.
- Remember that weekends and public holidays do not count as processing days.
- If the status is “pending” for longer than the usual processing time, confirm that your withdrawal method accepts payouts in your region.
- Contact support if the status has not changed after the stated processing window. They can tell you if a security review is ongoing.
If none of the steps move your withdrawal forward, open a support ticket with your withdrawal ID to ask for an update.
Why Identity Verification Gets Stuck or Documents Are Rejected
You upload a photo of your ID or a utility bill and the system says “document not accepted” or the status stays “under review.”
- The photo is blurry, has glare, or does not show all four corners of the document.
- The document is expired or the name on it does not exactly match your casino registration name.
- The utility bill you uploaded is older than the allowed period (typically a few months).
- You sent a screenshot or a photocopy instead of a photo of the original document.
- The file size or format is not supported by the verification system.
- You have a middle name on your ID that you omitted during sign-up, or vice versa.
- The address on your proof of residency does not match the address you entered in your profile.
- You attempted to verify multiple times with different documents, confusing the review queue.
- Review the rejection reason in the verification section. The system usually tells you exactly what was wrong.
- Take a fresh, well-lit photo of your passport or driving licence. Make sure the entire document is visible and the text is readable.
- Upload a utility bill, bank statement, or government letter that is recent — issued within the last few months.
- Check that your name on the profile is spelled exactly as on the document. If there is a mismatch, correct the profile first.
- Use the accepted file formats (JPEG, PNG, PDF) and keep the file size within the limit shown on the upload page.
- If your address has changed, update your profile address before uploading the proof of residence.
- After correcting any issues, upload one clear set of documents and do not resubmit until you receive a new status.
- If you already have a pending review, wait for it to finish before sending new documents.
- The payment provider is processing the transaction, and it can take from several minutes to a few hours to reflect on the casino side.
- You deposited using a method that the casino Montreal does not list in the cashier, so the transaction was sent to a holding account.
- The deposit currency does not match the currency of your casino account, causing a conversion delay.
- A technical glitch caused the transaction ID to be lost between the payment gateway and the casino system.
- You deposited to an old or incorrect account identifier (e.g., wrong email for an e-wallet).
- Wait at least the typical time shown on the deposit confirmation page before taking further action.
- Log out of your casino account, clear the browser cache, and log back in to refresh the balance.
- Check the cashier transaction history to see if the deposit appears there with a “pending” status.
- Verify that the deposit method you used is listed on the deposit page of the casino Montreal. If it is not, the transfer may be stuck.
- Take a screenshot of the payment confirmation that shows the transaction ID, amount, and date.
- If you used an e-wallet, confirm you sent the funds to the correct email or account linked to your casino profile.
- Contact support and give them the transaction ID and the screenshot. They can locate the missing deposit and apply it to your balance.
When you have uploaded correct documents and the review still does not move, contact support to ask them to escalate the verification.
Why a Deposit Left Your Bank but Is Not on the Casino Balance
You see the deduction on your bank statement or e-wallet receipt, but the funds never arrived in your casino account.
If the funds have not appeared after the standard waiting period, send the payment receipt to support so they can investigate with the payment provider.
Quick Reference
The table below shows the three most frequent problems, their typical cause, and the first thing you should check.
| Problem | Typical Cause | First Check |
|---|---|---|
| Cannot log in / account locked | Caps Lock on, wrong email, or too many failed attempts | Type password into a text editor to see what you are sending |
| Withdrawal pending long | Verification not complete or bonus wagering not met | Check the bonus section for active wagering requirements |
| KYC documents rejected | Blurry photo, expired ID, or name mismatch | Read the rejection reason in the verification area |
| Deposit missing from balance | Currency mismatch or method not supported | Confirm the deposit method appears in the cashier list |
The most common login problem is a simple typing error, so always test your password in plain text first. Withdrawals usually wait because the player has not completed KYC or has an active bonus. Verifying your identity with clear, current documents prevents the longest delays. Deposits that are missing are almost always due to selecting a payment method not listed in the cashier. If you use a supported method and the correct currency, the funds appear quickly.
Set aside a few minutes to complete the identity verification right after you register. This single step prevents most login locks, withdrawal delays, and deposit confusion at any Montreal casino you play at.