You tap the withdrawal button and see ‘Pending’ for hours, or the page simply hangs; the most common cause is an unfinished check on the account or a session that has gone stale. Clicking ahead without addressing that leaves the request stuck in the same state.

Withdrawal stuck in pending status

The player sees a pending withdrawal that has not moved to ‘Approved’ or ‘Paid’ after the expected window. Likely causes:

• Identity verification or a source-of-funds check is still open.
• A bonus is active and its play-through condition has not been met.
• The payment method used for the deposit does not match the withdrawal route.
• The account has a self-exclusion, cool-off or other responsible-gambling block.
• The request was submitted during a period of high queue volume.

What to do:

1. Open the withdrawal history and note the exact status label shown.
2. Check whether any bonus is still active on the account; a live bonus holds the withdrawal until its condition is met.
3. Complete any outstanding KYC request in the account area before resubmitting.
4. Confirm that the withdrawal method is one you have used for a deposit, where the operator requires that match.
5. Make sure your account details, including name and address, match your documents.
6. Clear the browser cache and sign in again to refresh the status view.
7. Do not submit a second withdrawal for the same amount; duplicates can delay both.
8. If a bonus caused the hold, either meet the condition or ask support to void the bonus and release the balance.
9. Note the time and reference of the request so support can trace it.
10. Keep your bank or payment account details current in the profile.
11. Contact support when the status has not changed after you have cleared the open checks, or when the request shows an error you cannot resolve.

Phone browser loading and game errors

On a phone, the player may see a blank page, a spinning loader or a game that opens and then closes; the usual cause is a weak connection or an outdated mobile browser.

• Mobile data or Wi-Fi is unstable or switched mid-session.
• The browser is out of date or has corrupt cached files.
• A pop-up blocker or ad blocker stops the game window from opening.
• The game provider does not support the phone’s browser or operating system version.
• Too many tabs or background apps are using the phone’s memory.

What to do:

1. Switch to a stable Wi-Fi network or a strong mobile signal and reload the page.
2. Update your phone browser to the latest version available for your device.
3. Clear the browser cache and cookies, then sign in again.
4. Turn off pop-up and ad blockers for the site, or add it to the allowed list.
5. Close other tabs and background apps to free memory.
6. Try a different browser on the same phone to see whether the issue follows the browser.
7. Disable any VPN or proxy, which can interfere with game loading.
8. Open a single game directly from the lobby rather than through a deep link.
9. Restart the phone and try the game again.
10. If only one game fails, note its name and try another from the same provider; this helps support identify a provider-side issue.
11. Contact support when several games fail after these steps, or when the error message names a specific block.

Players in Canada often reach www.bitstarz.gr.com through a mobile connection, and the same browser checks apply there. The casino Bitstarz pages load in the phone browser, so keeping that browser current is the first fix.

Deposit left the bank but not credited

The player sees the money gone from the bank account while the casino balance shows no change. Likely causes:

• The deposit is still being processed between the bank and the operator.
• A reference or account number was entered incorrectly.
• The payment method requires a manual review before funds are released.
• A bonus code was entered with the deposit and the deposit is held for review.
• The bank flagged the transaction and paused it.

What to do:

1. Wait for the payment to clear in your bank statement before assuming it is lost.
2. Take a screenshot of the bank transaction showing the amount and reference.
3. Check the deposit history in your account for a pending or failed entry.
4. Confirm that the deposit method and currency match what the account supports.
5. If a bonus code was used, confirm the code was valid and the deposit met its condition.
6. Remove and re-enter the payment details if the method allows it.
7. Do not repeat the deposit until the first one is traced; a duplicate can complicate the refund.
8. Note the exact time, amount and reference number from your bank.
9. Ensure your account name matches the bank account name.
10. Check that no responsible-gambling limit is blocking new deposits.
11. Contact support with the screenshot and reference when the bank confirms the money left but the balance is still unchanged.

KYC stuck or documents rejected

The player sees a verification status that stays ‘Pending’ or a rejection notice without a clear reason. Likely causes:

• The document image is blurry, cropped or shows glare.
• The document is expired or the details do not match the account name.
• Only one side of an ID was uploaded when both are required.
• The proof of address is older than the accepted period.
• A selfie or liveness check was taken in poor light.

What to do:

1. Retake the photo in good light with all four corners visible and no glare.
2. Upload both sides of any ID that has information on the back.
3. Make sure the name, date of birth and address on the documents match your profile exactly.
4. Use a recent proof of address that shows your name and full address.
5. Submit files in the format the upload form accepts, such as JPG or PDF.
6. Check that the document has not expired.
7. For a selfie, hold the ID next to your face and avoid shadows.
8. Submit one clear set of documents rather than several partial uploads.
9. If a document was rejected, read the reason shown and correct only that issue.
10. Keep a copy of everything you submit for your records.
11. Contact support when the status has not changed after a correct resubmission, or when the rejection reason is unclear.

Bitstarz Canada players should use documents issued in Canada and ensure the address format matches the profile; the same rule applies to any Bitstarz casino Canada account.

Keep one set of clear, current documents and a stable connection ready before you deposit or withdraw, and most of these problems will not start.