You tapped the spin button twice after a win, and the game froze mid-reel with a message about your session. That double tap is the most common cause of a stuck game and a confused balance.
Pending withdrawal that will not clear
The withdrawal shows as pending in your account history, and the balance has not moved. Several issues can hold it up.
- A bonus was still active when you requested the withdrawal.
- Your identity check is not finished.
- The payout method details do not match your registered name.
- You requested the withdrawal during a busy period for the payment queue.
- The amount is above the level that needs a manual review.
- Open your withdrawal history and note the exact status shown next to the request.
- Cancel any bonus you are still using before you request a withdrawal again.
- Make sure your profile name matches the name on your payment account exactly.
- Complete any outstanding identity step that appears in your account.
- If the status says pending review, wait for that review to finish before you act.
- Check that you entered the correct payment details when you made the request.
- Remove any saved payment method that belongs to someone else.
- Request the withdrawal again only after the previous request is fully closed.
- Keep a screenshot of the withdrawal confirmation for your records.
- Avoid making new deposits while a withdrawal is pending.
- Use the same payment route for deposits and withdrawals where the casino allows it.
- Note the reference number shown on the withdrawal so support can find it quickly.
- Contact support if the status has not changed after the review period stated for that request.
Contact support when the pending status does not change after the stated review period or when the payout details are rejected without a clear reason.
Identity verification stuck or documents rejected
Your account shows verification as pending or your uploaded document was refused. The most common reasons are listed below.
- The photo is blurry or the text is unreadable.
- The document is cropped, so a corner or the photo page is missing.
- The name on the document does not match the account name.
- The document has expired.
- You sent a screenshot instead of a photo of the physical document.
- Upload a fresh photo of the original document, not a scan or a screenshot.
- Place the document on a flat surface in good light before you take the photo.
- Make sure all four corners and the photo page are visible in the frame.
- Check that the name, date of birth and address match your account details.
- If the document has an expiry date, send one that is still valid.
- For a proof of address, use a document that shows your name and full address clearly.
- Send each document once; duplicates slow the review.
- Wait for the review result before you upload the same document again.
- If a document is rejected, read the rejection note and fix that exact issue.
- At www.casinomontreal.us.com, the verification queue is handled in the order documents arrive, so uploading early helps.
- Do not edit or crop the image after you take the photo.
- Keep a copy of every document you send.
- Contact support if a valid document is rejected more than once without a specific reason.
Contact support when a valid document has been rejected twice or when the verification status has not changed after the review period shown in your account.
Phone browser loading and game errors
The page loads halfway or a game shows a blank screen on your phone. These causes cover most cases.
- A weak or unstable mobile connection.
- An outdated phone browser.
- Too many open tabs or apps using memory.
- Browser cache or cookies from an old session.
- A game that needs more memory than your phone can spare.
- Switch from mobile data to Wi-Fi, or the other way around, and reload.
- Close every other tab in your browser.
- Close background apps that you are not using.
- Clear the browser cache and cookies for the casino site.
- Update your phone browser to the current version.
- Restart the phone and open the site again in a fresh tab.
- Turn off any battery-saving mode that limits background data.
- Disable any content blocker for the casino address.
- Try a different browser on the same phone.
- Load a simple page first, then open the game that failed.
- If one game fails but others work, note its name for support.
- Do not use private browsing mode, which can block stored session data.
- Check that your phone has enough free storage for browser data.
- Contact support if the site fails in two different browsers on the same connection.
Contact support when the site fails in two browsers on a stable connection or when one game fails every time you open it.
Deposit taken but not credited
Your bank shows the payment as completed, but the casino balance has not changed. These are the usual causes.
- The payment is still being confirmed between the bank and the casino.
- The deposit went to a different account or a saved method you no longer use.
- You closed the browser before the confirmation page appeared.
- A bonus code was entered but did not apply, so the funds went to the main balance only.
- A bank security check is holding the transfer.
- Refresh your balance and open the transaction history.
- Find the deposit entry and check its status.
- Compare the amount and reference number with your bank statement.
- Check whether the funds landed in a bonus balance instead of the main balance.
- If you used a bonus code, confirm that the bonus was applied to the deposit.
- Do not send the deposit a second time while the first is unresolved.
- Take a screenshot of the bank confirmation.
- Note the time of the deposit and the method you used.
- Wait for the confirmation period that applies to that payment route.
- If the balance is still unchanged, prepare the screenshot and reference number.
- Contact support with the deposit details in one message.
- Keep the bank confirmation until the funds appear.
- Contact support once the confirmation period has passed and the balance still does not include the deposit.
Contact support when the bank confirms the payment, the confirmation period has passed and the balance still shows no deposit.
Finish identity verification and clear active bonuses before you request a withdrawal; that single habit prevents most pending payouts and missing deposits.