You see a “Documents Not Approved” message on your account dashboard, and your withdrawal button is grayed out. The most common cause is incomplete or unclear identity verification (KYC) documents.

Identity Verification Documents Not Accepted

Your documents were uploaded, but they show as “Rejected” or “Pending” for days. Likely causes include blurry scans, expired IDs, mismatched name on documents, or missing selfie.

• Blurry or cropped photo of your passport or driver’s license
• Proof of address older than three months
• Name on the document does not match your account name
• Selfie with the document is missing or poorly lit
• Document format is not supported (use JPEG or PNG)

1. Log in to your casino account and go to the KYC section.
2. Upload a clear, full-page color scan of your government-issued ID.
3. Ensure the entire document is visible with no glare or shadows.
4. Take a separate photo of a recent utility bill or bank statement showing your name and full address.
5. Crop the image to remove unnecessary background.
6. Take a selfie holding your ID next to your face in good lighting.
7. Make sure your camera is in focus and the ID details are readable.
8. Submit all three documents together if the system allows batch upload.
9. Check that your account name matches the name on every document exactly.
10. If you changed your name legally, upload the marriage certificate or deed poll.
11. Wait for the automatic validation, which usually completes within minutes.
12. If rejected, read the rejection reason and correct the issue before re-uploading.
13. Use a flat surface when photographing documents to avoid bending.
14. If documents keep failing, contact support by email with the ticket number.

For account issues related to KYC, you can reach the casinomontreal.us.com/ support team through the live chat feature on the website. Include your account email and a description of the document error.

Site or Games Not Loading on Mobile

You tap a game or the website itself, and it stays on a white screen or shows a spinning wheel. Likely causes include poor internet connection, outdated browser, or blocked cookies.

• Weak Wi-Fi or mobile data signal
• Browser cache storing corrupted old files
• JavaScript or cookies disabled in browser settings
• Game requires Flash, which most browsers no longer support
• Phone operating system is too old for modern web standards

1. Switch from Wi-Fi to mobile data or vice versa and reload the page.
2. Close all tabs on your browser and restart the browser app.
3. Clear your browser cache and cookies from the settings menu.
4. Update your browser to the latest available version from your phone’s settings.
5. Enable JavaScript and cookies in the browser’s security settings.
6. Try a different browser, such as Chrome or Safari.
7. Restart your phone completely to free memory.
8. Turn off any VPN or proxy service temporarily.
9. Check if the casino website has a dedicated mobile version by visiting the URL directly.
10. If a specific game fails to load, try a different game to see if the issue is isolated.
11. Reduce screen brightness or close background apps to free processing power.
12. Update your phone’s operating system to the latest release.
13. If using a tablet, rotate the screen to landscape mode and try again.
14. If nothing works, contact support with your phone model and browser version.

Contact support if you need further help, providing your device model and the error message you saw.

Withdrawal Pending for Too Long

You requested a payout, but it still shows “Pending” after the standard processing period. Likely causes include incomplete KYC, first-time withdrawal review, or banking delays.

• Identity verification not yet approved
• First withdrawal requires manual review
• Payment method chosen does not accept instant transfers
• Bonus wagering requirements not fully met
• Bank or e-wallet side processing delay

1. Log in and check the withdrawal status in your transaction history.
2. Go to the KYC section and confirm that all documents are marked “Approved”.
3. If KYC is still pending, complete the steps in Section 1 above.
4. Review whether you have any active bonus that still has wagering to complete.
5. Cancel the current withdrawal if the system allows, request a lower amount, and resubmit.
6. Choose a faster withdrawal method if available, such as an e-wallet.
7. Verify that your chosen payment method account has no daily withdrawal limits.
8. Check your email for any requests for additional information from the casino.
9. If using a bank transfer, allow extra time for the bank to process the transaction.
10. Make sure your withdrawal request does not exceed the daily or weekly limits.
11. Log out and log back in to refresh your account status.
12. Contact support to ask about the specific hold reason, referencing your transaction ID.
13. If the withdrawal is still pending after 48 hours, escalate through email with your account number.
14. Keep a screenshot of the pending status as proof for support.

Contact support if more than 72 hours have passed since the standard processing window, including your transaction ID and payment method.

Welcome Bonus or Free Spins Not Credited

You made a deposit expecting a bonus, but your bonus balance or free spins counter remains at zero. Likely causes include bonus code not entered, deposit below minimum, or ineligible payment method.

• No bonus code entered during deposit
• Deposit amount is lower than the minimum required
• Payment method used is excluded from bonus offers
• Bonus already claimed under a different account
• Geographic restrictions apply to the promotion

1. Check the promotion terms to see if a bonus code is required.
2. If a code is needed, note it exactly as presented (case-sensitive).
3. Go to the deposit page and re-enter the deposit with the correct code.
4. Verify your deposit amount meets the stated minimum for the bonus.
5. Switch to a different payment method, such as a credit card instead of an e-wallet.
6. Log out of your account, clear cookies, and log back in to see if the bonus appears.
7. Check your bonus balance or pending bonus section in the account menu.
8. If free spins are part of the offer, check the specific game listed in the terms.
9. Confirm that you have not used the same bonus offer before on another account.
10. Make sure your account email is verified by clicking the link sent upon registration.
11. If the bonus requires a deposit, ensure the deposit was successful and completed.
12. Check the offer’s expiry date – you must claim it within the valid period.
13. Contact support to manually trigger the bonus if all conditions are met.
14. If support says the bonus was credited but you cannot see it, ask them to provide the balance breakdown.

Contact support if you have met all conditions and the bonus still does not appear, quoting the promotion name and your deposit amount.

A single practical tip that prevents most of these problems: always upload high-quality, well-lit documents before making your first withdrawal, and read the bonus terms carefully before pressing the deposit button.