Your withdrawal shows as pending while the balance still sits in your account, and the usual reason is that one condition tied to the payout has not been met yet. The most common cause is a check that runs on the account before money leaves it, such as an unfinished identity review or a payment route that differs from the one used to deposit.

Withdrawals that stay pending longer than expected

The player sees a payout marked as pending, with no sign of it moving to a completed state, while the rest of the account works normally.

• Identity verification is still open, so the payout waits for it.
• A bonus condition attached to the balance has not been cleared.
• The payout method differs from the deposit method or belongs to someone else.
• Some play history was flagged for a routine manual review.
• Bank details entered in the profile do not match the account holder exactly.

1. Open the account history and note the exact status of the payout, so you know whether it is pending or completed.
2. Finish any open identity step first, because most payouts cannot move past pending until it closes.
3. Check whether bonus money is still tied to the balance and complete the required play before asking for the payout again.
4. Send the payout to the same route you used to deposit, held in the same name as the account.
5. Correct any mismatch in your profile, such as a shortened first name or a different address spelling.
6. Let the pending request run through its review instead of cancelling and resubmitting it, which can restart the queue.
7. Keep one request open at a time; a second request can block both.
8. Reach out through the live chat or email channel on here when the payout is fully verified, your bonus play is complete and the request still has not moved; the staff can see the note on the file.

Contact support once every condition above is met and the payout still sits untouched, and include the payout reference so the team can trace it.

Identity checks that stall or documents that are rejected

The upload area shows a document marked as rejected, or the review stays open with no new message for the player.

• A photo is blurry, cropped or shows glare over the text.
• The document has expired or the corner with the expiry date is cut off.
• The name on the document does not match the profile exactly.
• A selfie or second document was requested but not yet sent.
• The file format or size was not accepted by the upload field.

1. Reopen the verification area and note which item was rejected and the reason shown next to it.
2. Retake the photo in daylight on a flat surface, with all four corners and the text fully visible.
3. Send the same document type again rather than switching to a different one, which can restart the review.
4. Match every detail in your profile to the document, including middle names, accents and the exact address.
5. Upload the file in a common format such as JPG or PNG and keep it below the size the field accepts.
6. Take the selfie against a plain background with your face uncovered and evenly lit.
7. Allow the review to finish before sending more copies, since duplicates slow the queue.

Contact support when a document has been rejected several times for reasons you cannot correct, or when the review has stayed open with no update after your re-upload.

Logins blocked after failed attempts

The player types the password and sees an error, or the screen reports that the account is locked after too many tries.

• The password was typed with the wrong keyboard layout or caps lock on.
• A saved password in the browser is out of date.
• Too many attempts triggered an automatic lock on the account.
• A second login is still active on another device.
• Something changed on the device, such as a new browser or a cleared cookie.

1. Retype the password by hand in a plain browser on the phone, without autofill.
2. Check that the keyboard layout and capital letters give the password you expect.
3. Close any other session of the account on a second device or tab.
4. Use the password reset link sent to the email address on the profile and set a new password.
5. Clear the browser cache and cookies for the site, then load the login page again.
6. Turn off any tool that hides your location, since it can interrupt the session.
7. Wait out the lock period shown on the screen and try once with the new password.

Contact support when the reset email does not arrive, the account stays locked after the shown period or the lock appeared without any failed attempt on your side.

Keep the profile name, address and payout details exactly as they appear on your documents, and send documents that are sharp and current the first time; that habit removes most of the delays covered above.