Why does the screen say my identity document was rejected when I uploaded it? A mismatch between the details on the document and the account profile is the most common cause of a stuck verification.
Identity verification stuck or documents rejected
The player uploads a document and the status stays pending or flips straight to rejected without a reason.
- The photo is blurry, cropped or shows glare over the text.
- The name on the document differs from the name on the account.
- The document has expired or only one side of it was sent.
- The address proof is older than the period the operator accepts.
- The file format or size does not match what the upload field accepts.
- Open the profile area and note which document the operator is still waiting for.
- Photograph the document in daylight with all four corners inside the frame.
- Check that the name, date of birth and address are readable without zooming.
- Send both sides of an identity card when the upload field allows two files.
- Make sure the account profile spells your name exactly as the document does.
- Use a recent utility bill or bank statement as address proof when asked.
- Upload one file at a time and wait for the status to change before adding another.
- Save each file in the format the upload field names, not a screenshot of a photo.
- Keep the original document beside you in case a second image is requested.
- Do not upload the same rejected file again; correct the fault first.
- Note the date of each upload so you can describe the sequence to support.
- Contact support when a document is rejected twice without an explanation, and include the reference number of each submission.
Cannot log in or account locked after failed attempts
The player types the password, the page reloads, and a message says the account is locked or the credentials are wrong.
- The password was typed with a different keyboard layout or capitalisation.
- Too many wrong attempts triggered a temporary lock.
- The account is still waiting for identity verification.
- A password reset link was used after it had already expired.
- Browser autofill is inserting an old saved password.
- Type the password by hand into a plain text field first to see what you are entering.
- Switch the keyboard layout to the one used when the password was created.
- Clear the saved password for the login page in your browser settings.
- Try the phone browser on a mobile connection instead of the desktop.
- Close other tabs where the same session is open, then reload the page.
- Use the password reset option once and open the newest message only.
- Choose a new password you have not used on the account before.
- Set the new password and sign in straight away rather than later.
- If a lock remains, leave the account alone for a while instead of retrying.
- Check whether the profile still shows a pending document, which can block entry.
- Finish any identity step before you try the password again.
- Write down the exact wording of the error message before you ask for help.
- Contact support when the lock does not lift after a password reset, and quote the error message word for word.
Deposit or withdrawal declined because of limits
The player confirms an amount and the page refuses it, citing a limit rather than a payment problem. On fallsviewcasino the same amount can be split across several smaller transactions when it sits above a single-transaction limit.
- The requested amount is above or below the range the operator allows.
- The player has already reached a daily, weekly or monthly cap.
- Identity verification is incomplete, so payouts are held.
- An open bonus carries its own cap on withdrawals.
- The payment route used has a separate minimum or maximum.
- Read the exact wording of the refusal; it usually names the limit that was hit.
- Compare the amount with the last successful transaction on the account.
- Reduce the amount to a figure inside the allowed range and send it.
- Split a large payout into smaller requests if partial withdrawals are accepted.
- Check the transaction history for a payment that is still pending.
- Confirm that identity verification shows as complete before requesting a payout.
- Look at whether an active bonus restricts the amount you can take out.
- Wait for the cap period to reset if a daily or weekly limit was reached.
- Switch to a payment route whose range fits the amount you want to move.
- Keep the confirmation of each accepted transaction.
- Repeat the request only after the earlier one is marked as processed or cancelled.
- Do not open several requests for the same amount to push it through.
- Contact support when an amount inside the stated range is still refused, and attach the transaction reference.
Welcome bonus or free spins not credited
The player signs up or deposits and the balance shows no bonus and no free spins.
- The bonus code was omitted or typed with the wrong characters.
- The deposit was made before the code was entered.
- The offer applies to a first deposit that was already used.
- The player is signed in on a different account than the one that qualified.
- An active offer on the account blocks the welcome package.
- Return to the offers area and see whether the welcome offer shows as claimed.
- Compare the deposit time with the moment the code was entered.
- Retype the code in capitals and without spaces if that is how it is shown.
- Confirm you are signed in to the account you registered, not a second one.
- Check that no other bonus is active, because it can replace the welcome one.
- Look for free spins inside the bonus section rather than the main balance.
- Refresh the page and sign out and back in to reload the balance.
- Keep the deposit receipt in case the amount must be matched later.
- Complete any identity step the account still shows as open.
- Wait a little after the deposit before concluding the bonus is missing.
- Make a further deposit only once you know the first one qualified.
- Write down the offer name and the code you used.
- Contact support when a qualifying deposit and a correct code still leave the bonus missing, and give them the offer name.
Keep the name on your account, your documents and your payment route identical, and most of these blocks never appear.