You mistyped the street number in your address field, and the profile page now flags your documents as mismatched. That flag most often comes from a small detail in the personal data not matching the uploaded document exactly.
Stuck identity checks and rejected documents
Players see a pending status or a rejection note on the document upload screen, sometimes after several attempts.
- The address or name on a document differs slightly from the profile data.
- A photo is blurred, cropped or has a glare across the text.
- An expired document was uploaded instead of a valid one.
- A document type was chosen that does not match the file sent.
- The file format or size is outside what the uploader accepts.
- Open your profile and compare each personal field with the document you plan to send.
- Correct any misspelling, abbreviation or missing middle name before uploading again.
- Retake the photo in even daylight, with all four corners of the document visible.
- Keep the camera steady so numbers and expiry dates stay sharp when zoomed.
- Use the document type that matches the file exactly, such as proof of address for a utility bill.
- Send a document that is current and not close to its expiry date.
- Upload one file at a time and wait for the status to refresh before adding another.
- If the address is on a bill, make sure it matches the profile address word for word.
- Check that the file is in a common format and not password protected.
- Remove any screenshot borders or cropping that hides the issuer’s logo.
- Re-submit only after you have made a change, so the same error is not repeated.
- Note the reference number shown after each upload for later contact.
- Wait for the review to finish before sending a second copy of the same document.
- If two attempts with corrected files still fail, message support with your reference number.
Contact support when the same corrected document is rejected twice without a clear reason.
Phone browser loading faults during play
The lobby or a game stays on a blank screen, freezes or drops back to the home page on a phone.
- The phone browser is outdated or an in-app browser opened the link.
- Mobile data is weak or switching between networks.
- Cached files from an earlier session conflict with the current page.
- A game needs more memory than the phone has free at that moment.
- An aggressive battery saver stops background scripts.
- Close the in-app browser and open the site in your phone’s main browser instead.
- Update the browser to its latest version from the phone’s store.
- Clear the browser cache and cookies, then sign in again.
- Switch from mobile data to a stable Wi-Fi network and retry the page.
- Close other tabs and background apps to free memory.
- Turn off battery saver for the browser and for the session.
- Disable any content blocker or script blocker for the page.
- Reload the lobby first, then open a single game and let it finish loading.
- If one game fails, try a different title to see whether the issue is page-wide.
- Rotate the phone once and wait for the layout to settle before tapping.
- Restart the phone to clear a stuck browser process.
- Try a private browsing window to rule out stored data.
- Keep the phone plugged in during longer sessions so power saving does not kick in.
- If the lobby works but every game fails, note the game names for support.
- Contact support when the same failure happens across two different browsers and a stable network.
Reach support when no game loads in either browser on a reliable connection, and include the game names and the exact error text.
Withdrawals that stay pending
The withdrawal shows a pending label and the balance is still held, with no change after several visits to the history page.
- An identity check is still open on the account.
- A bonus condition is attached to the funds being withdrawn.
- The payout method details do not match the account holder’s name.
- The request was made while a game round was still settling.
- An earlier withdrawal is already being processed.
- Open the withdrawal history and note the exact status and reference shown.
- Check the profile to confirm no identity document is still awaiting review.
- Make sure the payout method belongs to the same person as the account.
- Clear any unfinished game round before starting a new request.
- Review active bonuses on the account and whether their conditions are met.
- Confirm by email or SMS if the site asks for it before releasing funds.
- Avoid sending a second request while the first is pending.
- Captured screenshots of the history page help if you later need to explain the delay.
- Return to the history after a reasonable wait rather than refreshing constantly.
- If the status has not moved, write to support with the reference and a short summary.
- Reply to any document request from the payments team promptly and in full.
- Keep the payout details unchanged once a request is in progress.
- Do not open a second account to work around a pending payout.
- After a resolved case, note what caused the delay so the next request avoids it; in the meantime, www.casino-mate.eu.com keeps the status visible in the account area.
Contact support when a pending withdrawal shows no movement and no new message from the payments team.
Deposits missing from the casino balance
The bank shows the payment as taken, but the casino balance or history does not include it.
- The payment is still travelling between the bank and the site.
- The deposit was sent to an old or incorrect account reference.
- The bank blocked or reversed the transaction after it left.
- A duplicate request was made while the first was still in progress.
- The deposit was made from an account not in the player’s name.
- Save the bank confirmation or receipt showing the amount and timestamp.
- Wait for the payment to clear on both sides before assuming it is lost.
- Check the casino transaction history for a matching entry.
- Confirm the deposit was sent within the site’s own payment page and not by direct transfer.
- Make sure the payment came from an account that carries your name.
- Look for any message from the bank asking for confirmation.
- Do not repeat the deposit until the first one is resolved.
- If the bank shows a reversal, wait for the funds to return before trying again.
- Note the transaction reference from both the bank and the site.
- Send support one message with the receipt attached and the references listed.
- Answer any follow-up question about the payment method used.
- If support credits the balance, confirm the history now shows the entry.
- Keep the receipt until the balance reflects the deposit.
- Contact support as soon as the bank confirms completion and the balance still does not show it.
Reach support once the bank marks the payment as completed and the casino balance has not changed.
Keep your profile data identical to your documents and your payment accounts, and most of these blocks never appear.
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