You are staring at a document upload screen that keeps returning the same rejection message after each attempt. This usually happens because the file is blurry, cropped or shows a different name than the one on the account. The checks below walk through the most common account and payment snags players hit and how to clear them.

Identity verification stalls or documents keep coming back rejected

The player sees the verification status stuck on pending or a short note saying a document was not accepted, and the account stays limited until it clears.

• The ID photo is cut off, glare-covered or too low in resolution to read.
• The name on the document differs from the name entered at sign-up.
• A proof of address is older than the period the operator accepts.
• The selfie is taken in poor light or the face is partly covered.
• A document was sent in a file format the uploader cannot open.

1. Open the profile section and confirm the name, date of birth and address match your ID exactly.
2. Photograph the ID on a flat, dark surface in daylight, keeping all four corners inside the frame.
3. Check that the text, photo and expiry date are sharp before you upload.
4. Upload the front and back if the ID has information on both sides.
5. For a selfie, face the light and keep your whole face visible without a hat or filter.
6. Send a proof of address that shows your name and full address clearly.
7. Use a recent bill or bank letter, not one that has aged past the accepted window.
8. Save files as JPG or PDF if the uploader refuses your first format.
9. Rename files simply, without extra symbols, spaces or long strings of characters.
10. Submit one document at a time instead of several in the same upload.
11. Wait for the confirmation message before closing the upload window.
12. After sending, leave the verification screen open until the status changes.
13. If a document is rejected, fix the specific flaw named in the message.
14. Re-upload the corrected file rather than sending a duplicate of the old one.
15. Avoid resubmitting the same rejected file more than once.
16. Contact support when a corrected document is still refused or the check has sat untouched for several days.

Reach out to support once you have submitted a clean, correctly named document and the status still has not moved.

A deposit has left the bank but the casino balance stays empty

The player sees money gone from the bank statement while the balance screen shows nothing new, often because the payment is still in transit or was sent to a different account detail.

• The bank has taken the funds but the merchant has not yet confirmed the transfer.
• The deposit was sent while the account was still limited by pending KYC.
• A stored payment detail on file has expired.
• An extra fee or conversion was applied outside the casino’s system.
• The payment was made from a card or account not in the player’s own name.

1. Refresh the balance screen and log back in once before assuming the money is lost.
2. Open the deposit history and check whether the payment appears as pending or failed.
3. Compare the amount you intended to send with the amount your bank actually debited.
4. Note the timestamp of the bank debit, as support will ask for it.
5. Check that the payment method is one the account is allowed to use.
6. Confirm the deposit came from an account or card that bears your own name.
7. If the account is under verification, finish that step before sending more money.
8. Take a screenshot of the bank statement line showing the debit.
9. Keep the reference number the bank gives for the transaction.
10. Return to casino Madslots and open the cashier’s history to look for an unclaimed or failed entry.
11. Do not send the same deposit a second time while the first is unconfirmed.
12. Log out fully, clear the browser cache and log back in to refresh the balance.
13. Try a small test deposit on a different method only after the first is confirmed.
14. Gather the bank statement screenshot and the reference number before contacting support.
15. Send support the exact amount, the timestamp and the reference in one message.
16. Keep using the same email thread so the case is not split across tickets.
17. Hold off on spending other funds on the account until the missing deposit is settled.

Contact support as soon as you have the bank debit confirmation and the failed or pending cashier entry side by side.

The welcome bonus or free spins never arrive

The player sees a promise of extra funds or spins but the balance line stays the same, usually because the code was omitted or the deposit did not meet the condition.

• The promo code was not typed into the bonus field at deposit.
• The deposit fell below the minimum the offer requires.
• The offer applied only to a first deposit and this was a later one.
• The account already held an active bonus that blocks a second one.
• The code was typed with a stray space or capital letter.

1. Open the bonus section and check whether the offer appears as claimed or unused.
2. Retype the madslots promo code by hand, removing spaces and matching the case shown.
3. Check the minimum deposit for the offer and confirm your payment met it.
4. Make sure the deposit used a method the offer allows.
5. Read whether the offer is tied to the very first deposit on the account.
6. Check that no other bonus is active, as many offers cannot run together.
7. If a code was missed, see whether a fresh code can be entered before another deposit.
8. Complete any verification step that blocks bonus crediting.
9. Log out and back in to force the balance to reload.
10. Look at the bonus history for a record of a credited or expired offer.
11. Confirm you used the same currency as the offer states.
12. Check the phone browser session is not running a stale page in a second tab.
13. If a spin pack was due, open the games section to see if the spins sit there unopened.
14. Avoid entering a second code on the same deposit.
15. Screenshot the offer page and your deposit receipt showing the code you typed.
16. Send both images to support together with the time of the deposit.
17. Keep the conversation open until support states whether the offer will be added or declined.

Contact support when the deposit, the code and the eligibility all match but no bonus appears after a fresh login.

A withdrawal stays pending far longer than expected

The player sees the request listed as pending while the balance is already reduced, most often because the account is still being checked or the payout details do not match the account name.

• The KYC check is not finished, so payouts are held.
• The payout method has never been used for a deposit.
• The account name and the payout account name do not match.
• Bonus wagering attached to the funds is not yet complete.
• The request was made with payout details stored from an old account.

1. Open the withdrawal history and note the exact status and time of the request.
2. Check the verification section and finish any outstanding document step.
3. Confirm the payout method matches a method already used to deposit.
4. Check that the name on the payout account is identical to the account holder name.
5. Review any active bonus and confirm the play conditions tied to it are met.
6. Cancel and resubmit the request only if the details were wrong.
7. Re-enter payout details by hand rather than loading a saved old record.
8. Ensure the request was not made while another payout was open.
9. Log in on the phone browser to see if the pending status shows the same.
10. Take a screenshot of the pending withdrawal with its reference.
11. Check the message centre for any request from the payments team.
12. Reply to that message rather than opening a new ticket.
13. Do not place fresh deposits while a payout is stuck, as this can complicate the case.
14. Note any document that was rejected, as that is the usual hold-up.
15. Send support the withdrawal reference, the payout method and the KYC status.
16. Ask for a clear reason if the request is being held.
17. Wait for a written reply before cancelling the payout a second time.

Contact support when the request is still pending and no one has asked you for anything, so the team can name the exact hold.

Settle identity checks before the first deposit, since almost every stuck deposit, missing bonus and slow payout traces back to an unfinished verification step.