You expect your balance to update the same way it did at your previous casino, but at Casinorewards the deposit has left your bank and the amount still shows zero. The most common cause is a missing deposit reference or a payment that is still being confirmed by the provider.
Deposit taken from the bank but not added to the balance
You see the money gone from your bank account, yet the casino balance stays the same and no transaction appears in your history.
- The payment provider has not yet sent the confirmation to Casinorewards.
- You entered a wrong deposit reference or left the reference field empty.
- The deposit was made from a bank account or card that does not match your player profile name.
- A bonus code was added incorrectly, so the deposit was held for manual review.
- The payment was sent to an old or incorrect payment details page.
- Open your banking app and confirm the exact amount, time and reference of the payment.
- Take a screenshot or save a PDF of the completed bank transaction.
- Log in to your Casinorewards account and open the transaction history page.
- Check whether a pending deposit appears there with the same amount and time.
- Refresh the page after a few minutes to see if the balance updates.
- If the deposit is still missing, do not send the money again.
- Open the live chat or support form and choose the deposit category.
- Attach the bank confirmation you saved earlier.
- Write the exact amount, the time and any reference number from the bank statement.
- State clearly that the money left your bank but is not on your casino balance.
- Send the message and keep the chat transcript or ticket number.
- Watch your email and the support chat for a request for more details.
- Reply with the requested documents as soon as you can, then wait for the balance to be corrected.
Contact support as soon as you have the bank confirmation and the deposit does not appear after a short wait; do not wait for days before reporting it.
Identity verification stuck or documents rejected
You upload your ID or proof of address, but the status stays on pending or the document is marked as rejected without a clear reason.
- The photo is blurry, cropped or has a glare across the text.
- The document has expired or the address on it is not your current one.
- The name on the document does not exactly match the name on your Casinorewards profile.
- You sent a screenshot instead of a photo of the original document.
- A page of a multi-page document is missing.
- Open your profile and check that your name, date of birth and address are written exactly as on your ID.
- Take a new photo of your ID in a well-lit room, without flash and without covering any corner.
- Make sure all four edges of the document are visible in the photo.
- For proof of address, use a document that shows your full name and current address clearly.
- Check that the document is recent and has not expired.
- Upload the files in the format the upload page accepts, such as JPG or PDF.
- Do not send screenshots of a document; photograph the paper original.
- If you use casinorewards and its verification flow, follow the same rules for clear, complete images.
- Submit each document only once to avoid duplicate review requests.
- After submitting, note the date and time and wait for the review status to change.
- If a document is rejected, read the rejection note and fix only that issue before resubmitting.
- Avoid sending extra documents that were not requested, as they can slow the review.
- Keep a copy of every file you send so you can resend it if needed.
- If the status has not changed after a reasonable wait, contact support with your ticket number and the list of documents you sent.
Contact support when a document is rejected more than once without a clear reason or when the verification status stays pending after you have submitted clear files.
Site or games do not load properly on a phone
The page opens on your phone browser, but games freeze, the screen stays blank or buttons do not respond.
- Your mobile data or Wi-Fi signal is weak or unstable.
- The browser is outdated or has too many tabs and cached files.
- A browser extension or private mode is blocking scripts.
- The game provider is having a temporary outage.
- Your phone has low storage or memory, which slows the browser.
- Close all other tabs and apps on your phone to free memory.
- Switch from mobile data to Wi-Fi, or the other way around, and reload the page.
- Clear the browser cache and cookies for the site.
- Update your phone browser to the latest version available for your device.
- Turn off private browsing or incognito mode and try again.
- Disable browser extensions or ad blockers for the site.
- Restart your phone and reopen the browser.
- Try a different browser to see whether the problem follows the browser or the site.
- Open a different game to check whether only one game is affected.
- If only one game fails, note its name and provider for support.
- If every game fails, check whether other websites load normally on the same connection.
- Make sure your phone has enough free storage for the browser to work smoothly.
- Do not install any unofficial software to fix the site; use only the phone browser.
- If the problem continues on two browsers and two connections, contact support with the game name, phone model and a screenshot.
Contact support when the site fails on more than one browser and connection, or when a single game keeps freezing after these steps.
Withdrawal pending longer than expected
You request a withdrawal, the status shows pending, and the money has not arrived in your account.
- Identity verification is not complete, so the withdrawal is on hold.
- A bonus is still active and its conditions have not been met.
- The withdrawal was requested to a method that does not match your deposit method.
- The payment provider is reviewing the transfer.
- Your account details, such as the bank account name, do not match your profile.
- Open your account status and confirm that identity verification is complete.
- Check whether any active bonus is still attached to your balance.
- Review the withdrawal history to see whether the request is pending, approved or cancelled.
- Confirm that the withdrawal method matches the method you used to deposit.
- Check that the account holder name on the receiving account is exactly your name.
- Cancel any duplicate withdrawal request you may have created.
- If a bonus is active, finish its conditions or wait for it to expire before withdrawing.
- Make sure your profile address and phone number are current and correct.
- Look for any support message asking for documents and reply to it.
- Do not create a new withdrawal request while one is already pending.
- Keep the withdrawal reference number from your history page.
- Wait for the review status to change before taking further action.
- If the status remains pending after the review period stated for your account, contact support.
- Send your withdrawal reference, the amount and the date of the request in one message.
Contact support when the withdrawal stays pending after verification is complete and no bonus is active, or when the status changes without the money arriving.
Keep your profile name, address and payment details identical across your bank, your ID and your player account; this single habit prevents most deposit, verification and withdrawal delays.
