You assume a pending withdrawal means the casino is holding your money, but the screen just shows ‘pending’ with no update, often because your account verification is incomplete. The most common cause is a missing or mismatched document in your profile.

Pending withdrawal that will not complete

You see the withdrawal marked as pending in your history, but the balance has not changed and no confirmation arrives. Common causes include incomplete identity checks, a mismatch between your registered name and the payment account, a bonus still tied to the balance, a security review of the account, or a bank that has not yet acknowledged the transfer.

• Your identity documents are not yet approved or have expired.
• The name on your payment method differs from your casino profile.
• An active bonus still carries wagering conditions.
• The account is under a routine security review.
• Your bank has not yet processed the incoming transfer.

1. Open your profile and confirm that your full name, date of birth, and address match your ID exactly.
2. Upload a clear, unedited photo of your ID and a recent proof of address if they are missing.
3. Check the bonus section to see whether any active offer still has conditions attached to your balance.
4. Review your withdrawal history for a note or status message that explains the hold.
5. Make sure the payment method you used for the withdrawal belongs to you and is still active.
6. Wait for the pending status to change before submitting a second request, as duplicate requests can slow the process.
7. If the status has not moved after you have completed all checks, contact support with your withdrawal reference.

Contact support only after you have confirmed that your documents are approved, your bonus conditions are met, and your payment details match your profile.

Login failure or account lock after wrong attempts

You type your credentials and see an error, or the account is locked after several failed attempts, often because of a forgotten password, a changed email, or a security lock triggered by repeated errors.

• You are entering an old password or a mistyped email address.
• The account was locked after too many failed attempts.
• Your browser is autofilling outdated credentials.
• You are using a different device or network than usual, which can trigger a security check.
• Your account is under review for unusual activity.

1. Use the password recovery option and follow the steps sent to your registered email.
2. Type your credentials manually instead of relying on browser autofill.
3. Clear your browser cache and cookies, then try again on the same device.
4. If you have changed your email, use the contact form to request an update.
5. Wait for the lock to expire if the message mentions a temporary block, then try once more.
6. When you reach the learn more page, use the login form and the recovery link if you still cannot get in.
7. If the lock persists, contact support with your username and the exact error message.

Contact support when you have tried recovery and manual entry, and the account remains locked or the error persists.

Deposit taken by the bank but missing from the balance

Your bank shows the money as sent, but the casino balance does not reflect it, often because the transfer is still being processed or the deposit was made with a method not linked to your account.

• The payment is still in transit between your bank and the casino.
• You used a payment method that is not registered in your profile.
• The deposit was made to an old or incorrect account reference.
• A security check is holding the deposit for review.
• The casino has not yet matched the incoming payment to your account.

1. Check your bank statement to confirm the payment has actually left your account and is not just authorised.
2. Look for a pending transaction in your casino history that matches the amount.
3. Confirm that the payment method you used is listed and verified in your profile.
4. If you used a new method, add it to your profile and complete any verification steps.
5. Wait for the payment to be matched, as manual matching can take a little time.
6. Do not resend the deposit until you have confirmed it is not already credited.
7. If the balance still shows nothing after your bank confirms the payment, contact support with the transaction reference.

Contact support once your bank confirms the payment has left your account and the casino balance has not updated.

Quick Reference

The table below lists each problem, its usual cause, and the first check to perform.

Each row points to the first action that resolves most cases. Start with the check in the third column before moving to the next step. If the check passes, the cause is likely further down the list for that problem. For withdrawal issues, verification is almost always the first blocker. For login problems, recovery is faster than repeated attempts. For deposits, the bank statement is the only reliable proof of sending. Use the reference to avoid repeating checks you have already completed.

Keep your profile details and payment methods up to date before you request a withdrawal, and most of these problems will not appear.