Most players assume a rejected document means the account is flagged as fraudulent, yet what they actually see is a pending review that never moves and a locked cashier. The usual cause is a photo that fails the automated quality check, not a decision about the player. Identity checks stall for small, fixable reasons, and the same is true of most login and bonus faults.

Stuck identity checks and rejected documents

The player uploads a document and the status sits on pending, or the file comes back marked as rejected with no clear reason.

• The photo is cropped, blurred or shot at an angle, so the corners of the document are missing.
• Glare from a lamp or a screen hides part of the text or the portrait.
• The name on the document does not match the name entered on the account, including middle names and accents.
• The document has expired or the address shown is no longer current.
• A file format the upload tool cannot read, or a file far larger than the form accepts.

1. Place the document on a flat, dark surface in daylight and keep your hands out of the frame.
2. Shoot straight down so all four corners sit inside the image.
3. Check that every line of text is sharp when you zoom in on the photo.
4. Photograph both sides of an ID card if the card carries information on the back.
5. For a proof of address, use a document that shows your full name and current home address.
6. Compare the spelling on the document with the spelling saved in your profile.
7. Fix any mismatch in your profile before you upload again, because the two must match.
8. Upload one clear file at a time instead of several at once.
9. Wait for the review to finish before sending the same document again, since duplicates slow the queue.
10. Keep the original files on your phone or computer in case a second upload is needed.
11. Players who joined through Casino Rewards sometimes have an older profile holding a previous address, so update it first.
12. Submit a document that is still valid rather than one that is about to expire.
13. If a rejection message appears, read it as a note about the photo quality rather than a final decision.
14. Follow the Casino Rewards Casino Rewards account page for the live status of each uploaded file.
15. Contact support only after a fresh, sharp upload has been waiting without any status change, and include the reference of the file you sent.

Failed logins and locked accounts

The login form returns an error, or the account shows as locked after several attempts in a row.

• The password was typed with a capital letter or a space picked up by autofill.
• Repeated wrong entries triggered a temporary lock as a safety measure.
• The email on the account differs from the one being typed, for example an old address.
• A password manager is filling in credentials saved for a different site.
• The browser is holding an outdated session or blocked cookies.

1. Type the password by hand in a plain text field so you can see each character.
2. Remove any space at the start or end of the username and password.
3. Turn off autofill for this page and enter the details yourself.
4. Try the email address you used when the account was created, not a newer one.
5. Open a private browsing window to rule out a stale session.
6. Clear cookies for the site if the login page keeps looping back to itself.
7. Switch from the phone browser to a desktop browser, or the other way round, to test a second device.
8. Stop after a couple of failed tries and wait, because more attempts only extend the lock.
9. Use the password reset link sent to your email if you are unsure of the current password.
10. Open the reset email in the same browser where you will log in.
11. Choose a new password you have not used on this account before.
12. Save it in your password manager under the correct site entry.
13. Log in once on a single device and confirm the account opens before trying others.
14. Contact support when the lock persists after a reset and a wait, and mention the email address on the account.

Welcome bonus and free spins missing

The account shows a deposit but no bonus balance and no free spins, or the spins appear and then vanish.

• The bonus code was not entered, or was entered with a typo, at the deposit step.
• The deposit was made before the code was applied to the account.
• The offer applies only to a first deposit, and an earlier deposit already used it.
• The free spins are tied to a specific game and do not show on other titles.
• The bonus was credited and then removed because a rule on the offer was broken.

1. Open the bonus section of the account and note whether the offer shows as active, used or expired.
2. Reread the code exactly as shown and compare it letter by letter with what you typed.
3. Confirm the deposit itself reached the account balance.
4. Check that the deposit was the first one on the account if the offer is for new players.
5. Look for the spins inside the named game rather than in the main balance.
6. Refresh the page once, then log out and back in, because the balance sometimes needs a new session.
7. Confirm you deposited with a method the offer allows.
8. Check that no earlier bonus is still active, since two offers often cannot run together.
9. Note the date the offer was added and whether it has already passed its expiry.
10. Keep a screenshot of the code entry and the deposit confirmation.
11. For players in Canada, the Casino Rewards canada offers differ from other regions, so confirm the code belongs to your local promotion.
12. If the spins did show and then disappear, review the game rules you played, because some games do not count.
13. Enter the code on a second attempt only if the offer allows a retry.
14. Avoid depositing again just to trigger the same bonus before support has answered.
15. Contact support with the code, the deposit reference and the screenshot when the offer stays missing after a fresh login.

Withdrawals that stay pending

The withdrawal request is listed as pending and the money has not left the account balance.

• Identity verification is still open, which holds every payout until it clears.
• Bonus conditions are not finished, so the balance is not yet withdrawable.
• The payout address or account details were entered with an error.
• An earlier withdrawal is still being handled, and a second request waits behind it.
• A routine security review was triggered by a change of details on the account.

1. Open the withdrawal history and read the status of the request in plain words.
2. Check the verification section for any document still marked as pending.
3. Finish any open bonus requirement before expecting the balance to become cash.
4. Compare the payout details with the document you used for verification, since the names must match.
5. Correct a wrong digit or letter in the payout details and save the change.
6. Avoid editing the account details again once the request is back in the queue.
7. Confirm you have not sent a second request that cancels the first.
8. Log in from the same device and network you usually use, so the review sees a familiar pattern.
9. Use the phone browser for a quick status check rather than switching between many devices.
10. Cancel and resubmit only when the status clearly invites you to do so.
11. Keep the confirmation of the original request so the details stay consistent.
12. Note whether a security review message appears on the account page.
13. Wait for the review to close before sending messages on several channels at once.
14. Contact support when the status has not moved and no open item explains the wait, quoting the request reference.
15. A single clear message with the reference gets an answer faster than repeated follow-ups.

Keep your profile name, address and payout details identical to your documents and enter every bonus code by hand before you deposit; that one habit prevents most verification, bonus and withdrawal delays.