Stuck identity verification and rejected documents

The player sees a verification status that stays on review for a long time, or a rejection note that names the document but gives no clear next step. The causes below explain most of these stalls.

• The name on the ID differs slightly from the name entered at registration, including middle names or accents.
• One or more edges of the document are cut off in the photo.
• Glare, shadow or low light hides part of the text or the photo.
• A selfie was taken with a filter, a hat or poor lighting.
• An expired document was uploaded instead of a current one.

1. Open the profile section and compare the registered name with the name printed on your ID.
   Fix any difference in spelling or order before uploading again.
2. Take a new photo of the front of the document on a flat, dark surface.
   Keep all four corners inside the frame.
3. Take a photo of the back if the document has information there.
   Do not crop the image after taking it.
4. Use soft, even light and avoid the camera flash.
   Check that no reflection covers the text.
5. For the selfie, remove hats and glasses and face a window.
   Keep a neutral expression and hold the phone steady.
6. Upload each file in the format the form accepts.
   A photo of a printed copy is harder to read than a direct photo.
7. Submit the documents one at a time and wait for each status to change.
   Sending the same file several times can delay the review.
8. If a document is rejected, note the exact reason shown.
   Correct only that issue before uploading again.
9. Make sure the document is current and not close to its expiry date.
   An expired document will always fail.
10. Check that your address proof shows the same address as your profile.
    A different address needs an explanation in the note field.
11. Keep the file size within the upload limit shown on the form.
    A file that is too large may fail without a clear message.

Contact support when a document meets every condition above and the status still does not change after a new upload.

Deposit taken by the bank but missing from the balance

The player sees a completed payment at the bank while the casino balance stays the same, and sometimes the deposit screen shows no record at all.

• The payment was sent but the casino has not yet received the confirmation.
• A reference or account number was entered with a typo.
• The deposit went to an old payment detail saved in the browser.
• The payment was made from an account in a different name from the casino account.
• A bonus code was added after the deposit was confirmed, so the funds sit apart from the main balance.

1. Refresh the balance page once and wait a moment before trying again.
   Repeated refreshes do not speed up the confirmation.
2. Open the transaction history in the account.
   Look for a pending or failed entry for the same deposit.
3. Compare the amount and the reference in the history with the bank statement.
   They should match exactly.
4. Check that the payment detail used matches the one currently shown in the cashier.
   Delete old saved details in the browser if they appear.
5. Confirm that the name on the bank account matches the casino account name.
   A third-party payment usually needs manual review.
6. Take a screenshot of the bank confirmation.
   It should show the date, amount and reference.
7. If the payment is still pending at the bank, wait for it to clear first.
   A pending bank transfer cannot be credited early.
8. If the deposit was meant for a bonus, add the code before confirming the payment next time.
   Funds and bonus may be held separately.
9. Look for a separate bonus balance area in the account.
   The main balance may not include bonus funds.
10. Do not send a second deposit to fix the first one.
    A duplicate payment creates two cases to resolve.
11. Note the exact payment method and the last four digits of the sending account.
    Support will ask for these details.
12. Keep the bank confirmation until the amount appears on the casino balance.
    It is the main proof of the payment.

Contact support when the bank shows the payment as completed and the casino history has no record of it after a full refresh.

Games and pages that fail to load on a phone browser

On a phone, the player sees a blank screen, a spinning loader that never ends, or a game that starts and then freezes during play.

• The mobile connection is weak or switches between Wi-Fi and mobile data.
• The browser is an old version or has JavaScript disabled.
• Cached files from an earlier visit conflict with the current page.
• Too many tabs or background tools use the phone memory.
• A browser extension or private mode blocks parts of the page.

1. Load the page in a fresh tab and close other tabs you are not using.
   This frees memory for the game.
2. Switch between Wi-Fi and mobile data to test which connection works.
   Stay on the one that loads the page without errors.
3. Clear the browser cache and cookies for the site.
   Then reload the page from the start.
4. Try a private or incognito window to rule out extensions.
   If the game loads there, an extension is the cause.
5. Update the phone browser to the current version.
   Older versions may not support the game engine.
6. Turn on JavaScript if it has been disabled.
   Most games cannot start without it.
7. Disable data-saving or battery-saving modes for the browser.
   They can pause the game when the screen dims.
8. Restart the phone and open the page again.
   A restart clears temporary memory problems.
9. Reduce the number of open apps before starting a game.
   Low memory is a common reason for freezes.
10. Check that the phone has enough free storage.
    A full device slows every browser task.
11. Try another browser on the same phone to compare results.
    If one works, keep using it for play.

Contact support when the site fails to load in two different browsers on the same phone with a stable connection.

Pending withdrawal that is slower than expected

The player sees the withdrawal marked as pending while the balance stays unchanged, and the amount is not yet available for play.

• Identity verification is not complete, so the request cannot be approved.
• A bonus condition attached to the funds is still open.
• The withdrawal method differs from the deposit method used.
• A deposit made with the same funds has not fully cleared.
• An earlier withdrawal request is still open on the account.

1. Open the withdrawal history and note the status of the request.
   Pending means it is waiting for review.
2. Check the verification status in the profile.
   A pending document blocks the withdrawal.
3. Look for any active bonus linked to the funds.
   An open bonus must be completed or removed as stated.
4. Confirm that the withdrawal method matches the deposit method.
   Mismatched methods need manual handling.
5. Cancel a duplicate withdrawal request if one exists.
   Two open requests slow both down.
6. Make sure the deposit used for play has fully cleared.
   Funds still in transit cannot be paid out.
7. Use the account message center for updates instead of sending repeated messages.
   Each new message adds to the queue.
8. Keep the withdrawal request active while waiting.
   Cancelling and resubmitting moves it to the back of the line.
9. Write down the request reference and the date it was made.
   Support needs both to locate it.
10. Compare the pending amount with the account balance.
    The amount may be held aside while pending.
11. If you play on Buffalo Slot Machine and the request stays pending after verification is complete, ask support to confirm the queue position.
    The https://www.buffaloslotmachine.net/ site lists the account steps players can follow before contacting help.

Contact support when verification is complete, no bonus is open and the request still shows as pending with no update.

Quick Reference

The table below maps each common problem to its usual cause and the first check a player should make.

A pending status is not the same as a rejection, so wait for the status to change before uploading new files. The name on the account must match the document exactly, including middle names and accents. Payment confirmations from the bank are the strongest proof when a deposit is missing. On a phone, a clean browser with a stable connection prevents most loading errors. Bonus conditions can hold a withdrawal even when verification is complete. Keeping one withdrawal request open avoids duplicate reviews.