You are staring at a withdrawal screen that says “pending” or an error message that your login failed. The most common cause is a minor account or document issue that you can resolve yourself.
Account Locked After Failed Login Attempts
When you see “account locked” or “invalid credentials” after several tries, your account is temporarily blocked for security.
- You typed the wrong password more than three times
- Your username contains a typo or extra character
- Your internet connection dropped during login
- Cached old login data from the browser interferes
- 2FA is enabled and you missed the code
- Click “Forgot Password” on the login page and reset it via email. Use a password with at least one number and one symbol.
- Clear your browser cache and cookies for learn more, then close and reopen the browser.
- Type your username exactly as you created it, including any numbers or dashes.
- Check your spam folder for the password reset email and whitelist the sender.
- Wait 15 minutes before retrying; the lock lifts automatically after a short time.
If none of these work, contact customer support and tell them your username and the error message you see.
Identity Verification Documents Rejected
You uploaded your ID or proof of address but the status shows “documents rejected” or “needs review.”
- The photo is blurry, cropped, or has a glare
- The document expired more than three months ago
- Your name on the document does not match your casino account exactly
- You uploaded a screenshot instead of a photo of the original
- The address proof is older than six months
- Take a new photo of your passport or driver’s license against a dark background, showing all four corners clearly.
- Upload a utility bill or bank statement dated within the last three months, with your full name and address visible.
- Double-check that your account name matches the document exactly, including middle names if present.
- Use a scanner or flat surface to avoid shadows; no part of the document should be cut off.
- Re-upload the documents through the verification section; the system resets the review timer after each upload.
If you still get a rejection, contact support and ask which specific document failed and the exact reason for the rejection.
Deposit Missing After Bank Transfer
You see a debit on your bank statement but the casino balance did not increase, even after a few hours.
- The payment provider has a processing delay between banks
- You entered the wrong casino account number or reference code
- The transfer was sent from a bank account not registered on your profile
- Your deposit was in a currency that the casino does not accept
- The amount fell below the minimum deposit requirement
- Check your bank transaction details to confirm the exact amount and the recipient name shown.
- Log out of the casino, then log back in to refresh your balance and transaction history.
- If you used a card or e-wallet, check that the casino is listed as the merchant on your statement.
- Verify that the deposit method you used is available for your country in the cashier section.
- Take a screenshot of the bank debit and the casino transaction history showing the missing deposit.
Forward the screenshot to support with your full name and the deposit date so they can trace the funds.
One practical tip prevents most of these problems: always keep your account profile up to date with your current phone number and email, and use a strong password that you have not used on other sites.