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“Why can’t I withdraw my winnings?” or “The site won’t load on my phone” — these common error messages often stem from incomplete identity verification or a temporary network glitch.

Identity Verification (KYC) Is Stuck or Documents Rejected

Players see a message that their account is pending verification or that a submitted document was not accepted.

• Document photo is blurry or cropped
• Name on the document does not match the registered account
• Document type submitted is not on the accepted list
• Proof of address document is older than the allowed period

1. At casinorama, log into your account and go to the “Verification” or “My Documents” section.
2. Take a new photo of your government-issued ID in bright, even light.
3. Place the ID on a flat surface; ensure all four corners and text are visible.
4. Do not cover any part of the ID with fingers or reflections.
5. Upload a recent utility bill or bank statement as proof of address.
6. Check that the bill shows your full name and the same address you gave when registering.
7. Make sure the bill date is within the last few months — if it is older, request a newer document.
8. Crop the image only to remove empty background; never cut off parts of the text.
9. If your first and last name are reversed on the document, contact support before re-uploading.
10. Use a file format such as JPG or PNG; keep the file size under the limit displayed on the upload page.
11. Wait at least a few minutes after uploading before refreshing.
12. Check your email and the account inbox for a status update.
13. If the system says “document rejected,” read the rejection reason in the message.
14. Correct the issue noted and submit a fresh copy.
15. Keep your account page open on one tab while you prepare the new upload.
16. You must complete verification before any withdrawal can be processed.

Contact support only after three clear attempts with correct documents, as they can check the exact reason for rejection.

Cannot Log In or Account Locked After Failed Attempts

The player sees a message that the username or password is wrong, or the account is temporarily locked.

• Password was typed with Caps Lock on or with extra spaces
• Account was locked after entering the wrong password several times
• Email address used for login does not match the registered one
• Browser saved an old password that is no longer valid

1. Open the login page and click “Forgot Password” to reset via email.
2. Check the spam or junk folder for the reset email if it does not appear within a few minutes.
3. Use the password reset link only once; it expires after one use.
4. Create a new password that is at least eight characters long with letters and numbers.
5. Type the new password manually — do not rely on autofill yet.
6. Clear your browser cookies and cache, then restart the browser.
7. Try logging in from a private or incognito window to rule out saved data conflicts.
8. Ensure your email address has no typos; check your registration confirmation email for the correct address.
9. If the account remains locked after reset, wait a short time before the next attempt.
10. Avoid clicking the login button multiple times in a row.
11. Check that your internet connection is stable and not blocking the site.
12. Disable any VPN or proxy service, as it can interfere with the login process.
13. If you use a password manager, manually copy the password into the field.
14. Make sure the account has not been voluntarily closed; you may need a new registration.
15. Use the “Remember Me” option only on your personal device.
16. After a successful login, do not share your credentials with anyone.

Contact support if the account remains locked even after a password reset, because they may need to unlock it manually.

Site or Games Do Not Load Properly on a Phone

The player sees a blank screen, loading spinner, or error message when trying to open the casino on a mobile browser.

• Outdated mobile browser version
• Slow or unstable mobile data or Wi-Fi connection
• Browser cache or cookies are corrupted
• Pop-up blocker or ad-blocker software is active

1. Open your mobile browser settings and update it to the latest version.
2. Switch between mobile data and Wi-Fi to test which connection works better.
3. Close all background apps that may be using bandwidth.
4. Turn your phone off and on again to refresh the network connection.
5. In the browser settings, clear the cache and cookies for the casino site.
6. Disable any ad-blocker or pop-up blocker temporarily.
7. Rotate your phone to landscape mode and back to portrait to trigger a page refresh.
8. Zoom out the page if the game window appears cut off.
9. Try a different mobile browser such as Chrome, Safari, or Firefox.
10. Make sure your phone operating system is updated to a recent version.
11. Disable any “data saver” or “low data mode” feature on the phone.
12. Load the site directly from the URL instead of a saved bookmark.
13. Avoid using the “back” button while the page is loading.
14. If the game uses Flash, check that your browser supports HTML5 instead.
15. Close all tabs and keep only one tab with the casino site open.
16. Wait a full minute for the page to load before assuming it is stuck.

Contact support if the site fails to load on multiple browsers and connections, as the issue may be a temporary server problem.

Withdrawal Is Pending Longer Than Expected

The player sees a withdrawal status of “Pending” or “Processing” for longer than they expected.

• Identity verification has not been completed yet
• Withdrawal method chosen has a longer processing stage
• Incomplete wagering requirements on a bonus
• Recent change of payment method triggers a security hold

1. Go to the verification section and confirm all documents have been approved.
2. Check the email associated with your account for any pending requests for more information.
3. Open your bonus history and see if any active bonus has playthrough conditions not met.
4. If you have a bonus balance, meet the wagering requirements before requesting a new withdrawal.
5. Review the minimum and maximum withdrawal limits for your chosen method.
6. Cancel the current withdrawal request if it is still cancellable.
7. Choose a different withdrawal method that typically processes faster.
8. Ensure your bank or e-wallet account details are correct and match your profile.
9. Avoid changing your password or email address while a withdrawal is pending.
10. Do not place bets or play games after submitting a withdrawal, as this can reset the review.
11. Log out and log back in to refresh your account status.
12. Check the casino’s processing order — withdrawals are handled in sequence.
13. Look for a note in the transaction history that explains the delay.
14. If you had a previous withdrawal reversed, wait for any associated lock to expire.
15. Contact your payment provider to see if they placed a temporary hold.
16. Keep the site open on the withdrawal history page and wait a short time.

Contact support if the withdrawal status does not change after a full business day, as they can see the exact step it is stuck on.

Set up two-factor authentication on your account to prevent lockouts and speed up future verifications.