The document upload page keeps returning you to the start with no confirmation, even though your files look clear. The usual reason is an image that fails the quality scan before a person ever reviews it. Most players see a stalled identity check first, then discover the bonus and payout steps are waiting on it.
Why identity verification stalls and documents get rejected
You upload a passport or bill, the progress bar freezes, and the account stays limited with a note that your documents are pending.
- The photo is blurry, cropped or taken at an angle.
- Glare or a shadow hides part of the text.
- The address document is older than the provider accepts or shows a different name.
- A file format the upload form cannot process was used.
- The name on the document differs slightly from the name on the account.
- Lay the document flat on a plain surface in daylight before you photograph it.
- Capture all four corners inside the frame, with no fingers over the text.
- Use the original file from your phone or scanner rather than a screenshot.
- Submit the front and the back where the document has two sides.
- Make sure the address document shows your name and current address exactly as registered.
- Upload one document type at a time and wait for the page to confirm each upload.
- If a file is refused, convert it to a common image or PDF format and try again.
- Match the spelling of your name on the account to the document before resubmitting.
- Remove expired documents from the queue and replace them with valid ones.
- Keep the confirmation message or reference number shown after each upload.
- Avoid sending the same document several times, which can push your case back in the queue.
- Wait for the review to finish before you attempt a withdrawal.
- Contact support only after a clear rejection notice or a check that has sat unchanged for a long stretch, and include your reference number in the message.
Welcome bonus and free spins that never arrived
You finish the sign-up, make a deposit, and the balance shows only your own money with no bonus attached.
- The bonus code was left out or typed with a capital or spacing mistake.
- The deposit was made before the bonus was selected in the cashier.
- The welcome offer had already been claimed on an earlier account.
- The deposit method used is excluded from bonus eligibility.
- The bonus was credited but sits in a separate bonus balance you have not opened.
- Open your bonus history and look for a pending or active entry before anything else.
- Compare the code you entered with the one shown for the offer, character by character.
- Check that the deposit was made after the bonus was activated, not before.
- Confirm the payment method you used is allowed for that promotion.
- Switch between your real balance and bonus balance to see whether funds are hidden there.
- Complete any profile fields the offer requires, such as phone or address.
- If the code failed, ask support to apply it manually rather than depositing again.
- Free spins often appear inside the named game rather than in your balance, so open that game to check.
- At https://casinorama.biz/ the bonus terms attach to the account, so a second claim on the same person is refused.
- Note the date and amount of the qualifying deposit for your message.
- Keep a screenshot of the offer page as it appeared when you signed up.
- Wait for support to review the bonus record before you play through the balance.
- Contact support once you have the deposit reference, the code used and the offer name ready.
A withdrawal that stays pending longer than expected
The cashier shows your payout as pending, and the amount has not moved to your payment account.
- Identity verification is still open, so the payout cannot be released.
- Bonus wagering on the account is unfinished.
- The withdrawal request was made with a method that cannot receive the funds.
- An earlier deposit has not yet been fully confirmed by the provider.
- The request is queued behind a review of your account activity.
- Open your transaction history and confirm the request status is pending, not cancelled.
- Check whether any bonus on the account still has play conditions attached.
- Finish the identity step if it is still marked incomplete.
- Make sure the payout method matches one you have used for a deposit.
- Look for a message asking for extra documents and answer it promptly.
- Split a large request into smaller ones only where the cashier allows it.
- Do not cancel and resubmit the request repeatedly, which restarts the queue position.
- Keep your account untouched by new bonus claims while the payout is pending.
- Confirm your bank or wallet details have no typo in the account number.
- Check that your registered name matches the name on the receiving account.
- Avoid depositing again while the withdrawal is under review, as mixed activity slows the check.
- Save the request reference shown in the cashier.
- Give the review a reasonable stretch of time before you follow up.
- Contact support with the reference number once the request sits pending well beyond the stated review, and ask for the current status in plain terms.
Login failures and an account locked after wrong attempts
The login page rejects your password, and after several tries it tells you the account is locked.
- Caps Lock or a keyboard layout change altered the password you typed.
- A saved password in the browser is out of date.
- Too many wrong attempts triggered the automatic lock.
- You are on the wrong page, such as a regional or mirror address.
- Two-factor codes are being entered after they expire.
- Retype the password by hand instead of using autofill.
- Check Caps Lock and your keyboard language before the next attempt.
- Use the password reset link sent to your registered email.
- Open the link soon after it arrives, since reset links expire quickly.
- Set a new password that differs from the one you used before.
- Enter the two-factor code as soon as it appears on your phone.
- Make sure your phone clock is set to automatic time so codes match.
- Clear the browser cache or try a private window on your phone browser.
- Avoid retrying many times in a row, which extends the lock.
- Wait for the lock period to pass before you attempt the login again.
- Check that you are on the genuine login page and not a copied one.
- Keep the reset email and any lock notice for your records.
- Contact support if the reset email never arrives or the lock persists after the waiting period, and ask them to confirm the email on file.
Keep your registered name, address and document details identical across the account, the bonus claims and the payout method, and most of these blocks never start.