My account verification is stuck and my documents keep getting rejected, with the upload screen falling back to the same request. In most cases the file itself is the problem: a blurred photo, an expired document or a name that does not match the account.
Document checks that stay stuck or come back rejected
The player uploads a passport or bill and the status returns to pending or rejected without a clear reason.
- The photo is blurred, cropped or shows glare across the text.
- The document has expired or the details do not match the account name.
- Only one side of an identity document was sent when both sides are needed.
- The proof of address is older than the provider accepts or shows a different address.
- The file format or size falls outside what the upload form takes.
- Place the document on a flat, well-lit surface before taking the photo.
- Capture all four corners and keep the text sharp and readable.
- Send every page or side the document contains, not just the front.
- Use the same full name and address on the document and in your profile.
- Submit a proof of address that shows your name and current address clearly.
- Upload each file separately instead of combining several pages into one image.
- Save the file in a common format the form accepts before uploading.
- Wait for the review to finish before sending the same document again.
- Reopen the verification page after the review to see which item was rejected.
- Replace only the rejected item and leave the approved ones untouched.
- Take new photos rather than reusing an old screenshot of the document.
- Keep a copy of everything you sent so later requests are quick to answer.
Contact support when a document is rejected more than once without a stated reason or when the verification page will not accept any file.
Withdrawals that stay pending far longer than expected
The player requests a payout and the status sits at pending while the balance shows the amount as unavailable.
- The account is not fully verified yet, so the payout is held.
- An active bonus still carries play conditions that are not finished.
- The payout method belongs to someone other than the account holder.
- A security review was opened on the account or the activity on it.
- The request was sent during a busy period and is queued behind others.
- Open the withdrawal history and note the exact status shown for the request.
- Check the verification area for any outstanding document request.
- Finish any remaining play conditions tied to a bonus before expecting the payout.
- Confirm the payout method is in your own name and matches your profile.
- Cancel a duplicate request if you submitted the same amount twice.
- Keep the account untouched by bonus codes while the request is open.
- Avoid starting new deposits or bets until the pending request clears.
- Reply quickly to any message from the security team asking for information.
- Note the reference number of the request so support can find it fast.
- Recheck the history after the review closes instead of resubmitting.
- Use one payout method per request rather than splitting the amount.
Contact support when the status stays pending after verification is complete and every bonus condition has been met.
Deposits taken by the bank but missing from the balance
The player sees the money leave the bank account while the casino balance still shows nothing added.
- The payment is still moving between the bank and the provider.
- The deposit was sent but the return to the casino page failed.
- A bonus code was applied and the funds landed in a separate bonus balance.
- The payment was made from a card or account not registered in the player’s name.
- The provider flagged the payment for a routine check.
- Refresh the balance page once and give the payment a short while to settle.
- Look at the transaction history to see whether the deposit is listed as pending.
- Check any bonus balance separately, since coded deposits may not show in the main one.
- Confirm the payment came from a method registered to you. At https://www.mystakecasino.uk.net/, a mismatch between the payer and the account holder is a common reason funds are held back.
- Keep the bank confirmation or receipt showing the amount and reference.
- Avoid sending the same deposit a second time while the first is unresolved.
- Note the reference number from the bank statement for support.
- Make sure the account name on the payment matches your casino profile exactly.
- Remove any active bonus code before retrying a deposit later.
- Watch the transaction history for the status to change from pending to completed.
- Reopen the page in the phone browser if the balance refuses to update.
Contact support when the bank confirms the money left but the transaction never appears in your history.
Login refused or the account locked after failed attempts
The player types the password and the login page refuses it, then locks the account after several tries.
- The password was mistyped repeatedly, often from a saved password that changed.
- The email or username used at sign-up is not the one being entered.
- A security lock was triggered by repeated failed attempts.
- Two-factor authentication codes are not arriving or have expired.
- The account details were changed and the old credentials no longer work.
- Stop trying the same password once the lock message appears.
- Use the password reset option and set a new one you have not used before.
- Type the email address exactly as it was entered at sign-up.
- Check the spam folder for the reset message before requesting another.
- Open the reset link soon after it arrives, as old links stop working.
- Set a password that is long and different from other accounts.
- Re-enter the two-factor code only after the previous one has expired.
- Make sure the phone clock is correct so codes generate properly.
- Try a different browser on the phone if the reset page will not load.
- Clear saved passwords in the browser that may be filling the old one.
- Log in from a familiar network rather than a shared or public one.
- Keep the account details in a safe place once access returns.
Contact support when the reset message never arrives or the lock stays in place after a successful password change.
Keep your profile name, address and payment details identical everywhere, take clear document photos the first time and finish bonus conditions before requesting a payout; that single habit prevents most of these blocks.