Your bonus stays locked and your balance shows the same amount after a deposit because verification or payment checks are still pending. The most common cause is a mismatch between the details on your profile and the documents or payment method you used.

Identity verification stuck or documents rejected

The KYC screen keeps loading or returns a rejection notice even after you uploaded files.

• The photo is blurry or the corners of the document are cut off.
• The name on the document differs from the name on your player profile.
• You uploaded a screenshot instead of a photo of the original document.
• The document has expired or shows a damaged photo page.
• You sent the same file twice and the system flagged the duplicate.

1. Take a new photo in daylight with the whole document inside the frame.
2. Hold the phone steady and avoid shadows across the text.
3. Use the original document, not a printout or a screen image.
4. Make sure the name matches your profile exactly, including middle names.
5. Check that the document has not expired before you upload it.
6. Upload the front and back if the document has information on both sides.
7. Wait for the review to finish instead of sending the same file again.
8. If a file is rejected, replace it with a fresh photo rather than editing the old one.
9. Submit a second document only when the first one cannot be replaced.

Contact support when the rejection notice repeats for a clear photo that matches your profile details.

Deposit taken by the bank but missing from the balance

The payment left your bank account, but the casino balance still shows the old amount.

• The payment is held by an intermediary and has not reached the casino yet.
• You used a payment method that is not in your name.
• The bonus code was entered after the deposit was sent.
• The deposit went to an old account detail saved in your banking app.
• A pending verification on your profile is holding the funds.

1. Open your banking app and confirm the payment status shows as completed, not pending.
2. Copy the transaction reference from your bank statement.
3. Check that the payment method belongs to you and matches your profile name.
4. Look at the bonus section to see whether the deposit needs a code before it counts.
5. Log out and back in through the phone browser to refresh the balance.
6. Start a chat with support and send the transaction reference in one message.
7. Take a screenshot of the bank entry showing the amount and the date.
8. Wait for the payment to be traced before sending a second deposit.
9. Use Casino Days bonus to reach the support channel that handles missing deposits.

Contact support when the bank shows the payment as completed and the reference is more than a few hours old.

Payment declined because of account limits

The payment form returns a message that the amount exceeds the limit for your account.

• The amount is above the limit set for your account level.
• You have reached the total allowed for the current period.
• The payment method has its own cap that is lower than the casino limit.
• Your profile is not fully verified, so a lower limit applies.
• You tried the same amount several times and the system locked further attempts.

1. Reduce the amount and try a smaller payment first.
2. Check your profile to see which limits apply to your account level.
3. Complete any pending verification so higher limits can apply.
4. Switch to a payment method that allows the amount you need.
5. Spread large payments across the allowed period instead of one attempt.
6. Do not repeat the same declined amount, as this can trigger a lock.
7. Note the exact message so support can identify the limit involved.
8. Ask support which limit applied and how it can be raised.
9. Wait for confirmation before trying a new amount.

Contact support when the message names a limit you cannot change from your profile.

Login failed or account locked after wrong attempts

The login form rejects your password and then shows a message that the account is locked.

• The password was typed with the wrong keyboard language or caps lock on.
• You are using an old password saved in the browser.
• Several wrong attempts triggered a temporary lock.
• The email address has a typo or an extra space.
• Two-factor authentication is waiting for a code you did not receive.

1. Type the password by hand instead of using autofill.
2. Check the keyboard language and turn off caps lock.
3. Use the password reset option and follow the link sent to your email.
4. Open the email on the same device you use to log in.
5. If a two-factor code is needed, request a new one and enter it promptly.
6. Clear the browser cache and reload the login page.
7. Try the phone browser if the desktop page will not load.
8. Stop trying after the lock message appears, as more attempts extend it.
9. Prepare a note of the exact error text for support.

Contact support when the reset email does not arrive or the lock remains after you wait.

Keep your profile details, documents and payment methods in the same name and up to date; that single habit prevents most bonus, deposit and login problems.