You mistyped your surname by one letter at sign-up, and now the profile screen refuses to confirm your identity no matter what you upload. A mismatch between the details on your account and the details on your documents is behind most stalled checks.

Stuck identity checks and rejected documents

The player sees a pending verification banner that never clears, or an email saying a document was declined.

• The name, date of birth or address on the account differs from the document.
• The photo is blurred, cropped or shows glare across the text.
• The document has expired or the address page is missing.
• A screenshot was uploaded instead of a scan or a photo of the original.
• Several uploads of the same document created a conflicting record.

1. Open your profile and compare every field against your ID, character by character.
2. Note any difference in spelling, middle names or date format before you upload anything else.
3. Place the document flat on a plain surface in good light.
4. Capture all four corners and make sure every line of text is sharp.
5. Upload the photo as a new file rather than resending the old one.
6. Send a proof of address that shows your full name and current address.
7. Use a document issued in your own name, not a household bill in someone else’s.
8. Keep the file size moderate so the upload does not fail partway.
9. Wait for the review to finish before you send the same document again.
10. If a field is wrong, ask support to correct it rather than opening a second account.
11. Send a clearer copy of the same document if the first was declined for quality.
12. For a name change, add the supporting certificate alongside your ID.
13. Check that your address matches the one you entered in the cashier section.
14. Do not edit a document image before uploading it.
15. Submit one document per request so the reviewer knows what to assess.
16. Keep a copy of everything you send for your own record.
17. Contact support when the same document is declined twice with no reason given.

Reach out to support when a document is rejected without a stated reason or the review has not moved after a fresh, clear upload.

Login failures and accounts locked after wrong passwords

The login screen returns an error or a lock message even though the password feels correct.

• Several failed attempts triggered a temporary lock.
• The password was saved with a trailing space or the wrong keyboard layout.
• Caps lock or autocorrect changed part of the password.
• The browser kept an old password in its autofill store.
• The account is paused while a verification or payment review runs.

1. Type the password by hand in a plain text field first to see what you are actually entering.
2. Switch the keyboard layout to the one you used at sign-up.
3. Clear the saved password for the site in your browser settings.
4. Try the password reset link and set a new one you have not used elsewhere.
5. Open the site in a private window to rule out stale cookies.
6. Disable any password manager autofill for this one login attempt.
7. Use the phone browser on mobile data if your home network blocks the page.
8. Wait out the lock period instead of retrying, since each attempt can extend it.
9. Note the exact wording of the error, because it points to the cause.
10. Check your inbox for a message about a paused account.
11. Confirm the email address on the account is one you can still open.
12. Avoid creating a duplicate account, which can lock both profiles.
13. Players on online casinos not on gamstop sometimes sign in through a bookmark that points to an old address, so load the site fresh instead.
14. Enter the reset code as soon as it arrives, since codes expire.
15. Turn off a VPN if the site behaves oddly on your usual connection.
16. Reopen the page after a reset and log in once, without refreshing mid-way.
17. Contact support when the reset email never arrives or the lock persists after the stated period.

Write to support when the account stays locked after a completed reset or you receive no reset email at all, and mention your username and the error text; players using https://nongamstop-casinos.eu.com/ can follow the same path.

Deposits taken by the bank but missing from the balance

The bank app shows the payment as completed while the casino balance is unchanged.

• The bank sent the funds but the casino has not received the confirmation yet.
• A reference or deposit note was entered wrongly and the payment is unmatched.
• The deposit was made with a method the account does not support.
• The payment sits in a pending state on the bank side.
• Two payments were sent close together and one is still in transit.

1. Screenshot the bank entry showing the amount, time and status.
2. Refresh the casino balance once, then leave the page for a moment.
3. Log out and back in so the wallet reloads from the server.
4. Compare the amount you sent with the amount the cashier recorded.
5. Check that the payment method matches one your account allows.
6. Look for any note field and confirm you did not mistype a reference.
7. Close duplicate browser tabs that may be showing an old balance.
8. Try the phone browser if the desktop page will not refresh.
9. Avoid sending the payment a second time while the first is unresolved.
10. Gather the bank reference number for the transfer.
11. Note the exact time the bank marked the payment as sent.
12. Look for a pending or failed status in the transaction history.
13. Write one clear message to support with the screenshot and reference attached.
14. Reply in the same ticket thread rather than starting a new one.
15. Keep the bank statement line open until the matter closes.
16. If the payment is returned, wait for it to land before you try again.
17. Make the next deposit smaller so a repeat issue is easier to trace.
18. Contact support as soon as the bank confirms the money left and nothing appears in the cashier after a short wait.

Reach support when the bank marks the payment as sent and the cashier still shows nothing, and include the reference and a screenshot.

Welcome bonus and free spins that never arrived

The bonus balance stays at zero or the spins counter shows nothing after a qualifying deposit.

• The deposit did not carry the bonus code the offer asked for.
• The offer needs an opt-in step that was skipped.
• The account was funded before the bonus was claimed.
• A previous welcome offer on the same account or household blocks the new one.
• The bonus is tied to a specific deposit method or a minimum amount.

1. Open your bonus history and see whether the offer is listed as active or declined.
2. Check the deposit you made against the amount the offer requires.
3. Confirm you entered the bonus code at the right moment, before confirming the deposit.
4. Look for an opt-in button on the promotions page and press it once.
5. Log out and back in so the bonus wallet refreshes.
6. Open the spins section itself, since some offers credit spins there and not on the balance.
7. Make sure you did not deposit before claiming, which usually voids the offer.
8. Check whether an earlier welcome bonus on the account already consumed the offer.
9. Confirm the deposit method you used is one the offer accepts.
10. Keep the deposit receipt in case support asks for it.
11. Read the offer wording in plain terms: it tells you what play the bonus allows and what withdrawable winnings mean for you.
12. Do not withdraw the qualifying deposit while the bonus is pending.
13. Wait for the bonus to activate before placing further bets.
14. Avoid claiming a second offer on the same deposit.
15. Write one message to support naming the offer and the deposit time.
16. Attach the deposit confirmation so the agent can match it.
17. Contact support when the offer shows as active but nothing appears in either wallet or in the spins section.

Message support when the bonus is listed as active yet no funds or spins show, and include your deposit receipt.

Use the same name, address and payment details on every account you open, and finish verification before your first deposit; that single habit removes most of the snags described here.