A page that keeps spinning after you press confirm, or a status that never changes to approved, is what many players notice first. The most common cause is a small mismatch between the details on the account and the details in the documents supplied.

Identity Checks That Stay Pending or Get Rejected

The player uploads a document and the verification screen keeps showing it as under review or declined, sometimes more than once in a row.

• A photo that is blurred, cropped or catches a glare across the text
• An expired ID or a document that is not the accepted type
• The name, spelling or date of birth differs from the account details
• Only one side of a two-sided document was sent
• A selfie where the face is shadowed, covered or partly out of frame

1. Open the account profile and compare the name and date of birth with the document you plan to send. Fix any difference in the profile first, because a mismatch will fail the check again.
2. Lay the document flat on a plain surface in daylight. Avoid flash and overhead lamps, which create the glare that gets photos rejected.
3. Fill the frame with the document but keep all four corners visible. Do not crop the edges, since a missing corner looks like a cut document.
4. Photograph both sides if the document has a back. Many rejections come from sending only the photo page.
5. Take the selfie from the shoulders up against a plain background. Remove hats and glasses, and keep your face fully inside the frame.
6. Send the files one at a time and wait for each to finish uploading. Pressing send twice can create duplicate submissions that stall the queue.
7. Use a file format the upload field accepts and keep the picture at its original quality. Heavy compression removes the fine print the check needs.
8. Return to the verification page after a short pause and read the status again. If a rejection reason is shown, correct that item before sending anything new.

Contact support when the status has not changed after a fresh, clear submission and no reason has been given.

Login Failure and Locked Accounts

The password is refused or the screen says the account is locked, and the player cannot get past the sign-in form.

• A typing error in the password, often from an autofill entry saved with an old password
• Repeated wrong attempts that trigger a temporary lock
• Caps lock or an extra space left in the password field
• A reset link that was used twice or has already lapsed
• A network or browser extension blocking the sign-in request

1. Type the password by hand instead of letting the browser fill it. Autofill often keeps a version you no longer use.
2. Clear the password field completely and check for a trailing space before pressing sign in. A hidden space counts as a wrong password.
3. Check the caps lock key and match the letter case exactly. Passwords are case sensitive.
4. Request one password reset and use the newest message. Older reset links stop working once a new one is sent.
5. Open the reset link in the same browser where you will log in. A link opened in a different browser can fail at the final step.
6. If the account is locked, wait for the lock period shown on the screen to pass. Attempting more logins during the lock restarts it.
7. Try a private browsing window or a second browser with extensions turned off. A blocked script can look like a wrong password.
8. Log in from a network you normally use. A sudden change of location can pause the account until a confirmation step is done.

Contact support when the correct password is still refused after a reset and the lock period has passed.

Deposits That Leave the Bank but Miss the Balance

The bank shows the payment as sent or pending, while the casino balance still shows the old figure.

• The payment is still moving between the bank and the casino
• A pending status on the bank side that has not yet settled
• The reference or account details entered did not match the deposit instructions
• The session timed out before the deposit page confirmed the payment
• A bonus code entered with the wrong field or an expired code

1. Stay on or return to the cashier and refresh the balance after the bank shows the payment as completed. A pending bank entry is not yet a finished deposit.
2. Take a screenshot of the bank entry showing the reference and the status. You will need it if the payment has to be traced.
3. Compare the reference on the bank record with the record in your deposit history. A match confirms the payment reached the casino.
4. Check that the payment was sent to the exact details shown at the time of the deposit. Details shown later can differ slightly.
5. Close and reopen the session, then look at the balance once more. A stale page can display an older figure.
6. If a code was part of the deposit, confirm it was entered in the bonus field before the payment was sent. A code added afterwards will not attach to that deposit.
7. Open 20Bet and review the deposit history there before contacting anyone. The record shows whether the payment was received and how it was credited.

Contact support when the bank shows the payment as completed and the history has no matching entry.

Pages and Games That Fail on a Phone

In the phone browser a game freezes, the lobby loads without pictures, or a button does nothing when tapped.

• A weak or unstable mobile connection
• A browser version that is out of date
• Cached data left over from an earlier visit
• Several tabs or background apps using the connection and memory
• Power saving or content blocking that stops scripts

1. Switch between Wi-Fi and mobile data and reload the page. This shows at once whether the connection is the cause.
2. Close other tabs and background apps before opening a game. Phone browsers have limited memory and games need a share of it.
3. Update the phone browser to the current version through its settings. Older versions fail on newer game pages.
4. Clear the browser cache and cookies for the site, then sign in again. Old files can conflict with the current game version.
5. Turn the phone to landscape and back, or reload once. Some games need a full repaint after the screen changes.
6. Disable power saving for the browser and allow scripts from the site in the browser settings.
7. Try a different browser on the same phone. If the game runs there, the problem is in the first browser’s settings.
8. Play on the phone browser instead of relying on any installed package. The site is built for the browser, so this removes a layer that can fail.

Contact support when a specific game fails on every browser and connection while other pages open normally.

Quick Reference

The table below pairs each problem with the cause seen most often and the first thing worth checking.

Most verification problems start with the details rather than the document itself. If the name on the account is spelled differently from the ID, no photo quality will fix it. Locked logins usually follow repeated attempts, so each new try should be a careful one. A missing deposit becomes easy to trace once the bank reference is saved. Phone problems are almost always local to the browser, which is why a second browser is a useful test. Support can act fastest when the player brings the reference, the screenshot and the exact message shown on screen.

Keeping your profile details identical to your documents and saving one screenshot of every deposit prevents most of these problems before they start.