Your withdrawal has been sitting as pending far longer than you expected, and the most common cause is that the account still needs identity checks completed. The same is true for a locked login or a deposit that has not landed.

Withdrawal stuck on pending in your account

The player sees a pending status that does not move, while the balance stays reserved and unavailable.

• Identity or address documents have not been sent yet.
• A payment method was used that belongs to someone else.
• Bonus funds are still tied to playthrough conditions.
• The payout request went in while a security review was open.
• The chosen withdrawal route does not match the deposit route.

1. Open the withdrawal history and note the exact status shown next to the request.
2. Check the account profile for any flag that a document is missing.
3. Send a clear photo of your ID if it has not been uploaded.
4. Provide proof of address if the profile asks for it.
5. Confirm that every payment method on the account is in your own name.
6. Finish any active bonus playthrough before requesting the payout again.
7. Make sure the withdrawal route matches the method you deposited with.
8. Leave the pending request untouched instead of cancelling and resubmitting it.
9. Keep an eye on the registered email for a request to supply more details.
10. Reply to that request with readable documents rather than screenshots of screenshots.

Contact support only after the documents are complete and the status has still not changed.

Login blocked or account locked after failed attempts

The screen returns the password as wrong, or the account is locked and the password is no longer accepted.

• Too many wrong passwords triggered the lock.
• A password manager filled in an old password.
• Caps lock or a different keyboard layout changed the typed password.
• The email address has a typo or is not the one registered.
• Suspicious login activity led to a protective hold.

1. Type the password by hand instead of letting the browser fill it.
2. Check caps lock and the keyboard language before trying again.
3. Use the password reset link sent to the registered email address.
4. Open that email on the same phone you use to play, since mobile play runs in the phone browser.
5. Follow the reset link without sharing it with anyone.
6. Set a new password you have not used on other sites.
7. Turn on two-factor authentication if the account offers it.
8. Clear the browser cache and reload the login page.
9. Try a private browsing window to rule out a stored session.
10. Log out of other devices that may still hold an open session.

Reach out to support when the reset email never arrives or the lock survives a successful password change.

Deposit taken by the bank but missing from the balance

The bank shows the payment as sent, while the casino balance shows no change.

• The payment is still being confirmed between the bank and the operator.
• The deposit went to an old or incorrect account reference.
• The payment method declined the transfer after it left your bank.
• A bonus code was entered in a way the system did not accept.
• The deposit landed on a different account than the one you are viewing.

1. Refresh the balance after logging out and back in.
2. Save the bank receipt with its reference number.
3. Compare the amount and currency on the receipt with the deposit you requested.
4. Confirm the payment was not sent to an old card or wallet.
5. Check the transaction history inside your account for a matching entry.
6. Wait for the bank confirmation to clear before retrying the deposit.
7. Do not send the same deposit twice while the first is unresolved.
8. Keep the confirmation email from the payment provider.
9. Note the time you made the payment and the method used.
10. Send the receipt to support with a short description of what is missing.

When you raise the case at https://casinodemontreal.eu.com/, attach the receipt so the team can trace the payment directly.

Contact support once you hold the receipt and the balance still shows nothing.

Welcome bonus or free spins never credited

The account shows the deposit but no bonus balance and no free spins.

• The bonus code was typed with a mistake or left empty.
• The deposit was made before the code was entered.
• The offer had already been claimed on the account.
• The deposit method used is excluded from the promotion.
• The bonus was credited but sits in a separate bonus balance.

1. Open the bonus section and look for a pending or active offer.
2. Check whether the code appears in your claim history.
3. Compare the deposit time with the moment you entered the code.
4. Confirm the deposit method qualifies for the promotion.
5. Look for a separate bonus balance next to the cash balance.
6. Log out and back in so the bonus display refreshes.
7. Load the page in the phone browser instead of a saved tab.
8. Avoid claiming the same offer a second time under a new code.
9. Write down the code used and the deposit reference.
10. Send both to support with a clear description of the missing bonus.

Contact support when the code was valid, the deposit qualified and nothing appears in the bonus history.

Keep your registered email current and your identity documents uploaded, and most of these problems never reach the pending stage.