A mistyped card expiry date on the last deposit form can leave the payment stuck at the bank and show a pending or failed status on the casino balance. The most common cause is a mismatch between the details entered in the cashier and those held by the payment provider.
Deposit taken by the bank but missing from the casino balance
The player sees the bank balance reduced while the casino wallet still shows the old amount or a failed transaction.
- The payment was sent to an old or incorrect payment reference.
- The bank placed the transaction on hold for a security check.
- The cashier session timed out before the provider confirmed the payment.
- The card or wallet details do not match the player’s registered name.
- A duplicate deposit was attempted after a slow confirmation.
- Refresh the casino balance page and wait a few minutes for the provider message to arrive.
- Open the transaction history in the cashier and note the status of the missing deposit.
- Compare the amount and reference in the history with the entry on the bank statement.
- Check that the payment method used is still active and belongs to the player.
- If the status is pending, leave the cashier open and avoid retrying the deposit.
- If the status is failed but the bank shows a debit, note the bank reference number.
- Contact the bank to confirm whether the payment was captured or only authorised.
- Take a screenshot of the bank entry and the cashier history showing the same transaction.
- Use the live chat or email support channel and attach both screenshots.
- State the exact amount, the time and the payment reference in the message.
- Keep the deposit receipt until the balance is corrected.
- Do not send a second deposit for the same amount while the first is unresolved.
- Reply to the support thread with any bank confirmation received.
Contact support as soon as the bank confirms a completed payment that the casino balance has not recorded.
A withdrawal left pending longer than expected
The player sees the withdrawal marked as pending in the cashier while the casino balance has already been reduced.
- The account still needs identity verification before the payout can be released.
- A bonus is still active and its play conditions are not yet met.
- The payout method does not match the method used for the deposit.
- The payment provider is holding the transfer for an internal review.
- The withdrawal request was made before the deposit cleared.
- Open the withdrawal history and read the status message attached to the request.
- Check the bonus section for any active offer that still has conditions to meet.
- Complete any outstanding identity step shown on the account page.
- Confirm that the payout method is the same one used for the deposit.
- Make sure the bank or wallet account is in the player’s own name.
- Avoid cancelling and resubmitting the withdrawal, as this restarts the queue.
- Check the email inbox and spam folder for a message from the payments team.
- Reply to that message with the requested document or confirmation.
- Take a screenshot of the pending status with the request date visible.
- Send the screenshot to support with the withdrawal reference number.
- Wait for the support reply before opening a second request.
- Keep the withdrawal confirmation email until the funds arrive.
- If the status changes to failed, note the reason shown and follow the instruction given.
Contact support when the status has not changed and no email explains the delay.
Welcome bonus or free spins not credited after opting in
The player sees the deposit accepted but no bonus balance or free spin counter on the account.
- The welcome offer was not selected in the cashier before the deposit.
- The deposit was made with a method excluded from the promotion.
- The account had already used a welcome offer in the past.
- The bonus code was typed with a space or a wrong character.
- The free spins are tied to a specific game that has not been opened yet.
- Open the promotions page on casino-days7.com and read which deposit methods and games the welcome offer covers.
- Check the bonus history for an entry showing the offer as active, used or expired.
- Confirm that the deposit was made after the bonus was selected in the cashier.
- If a code was required, re-enter it without spaces and in the correct case.
- Look for the free spins inside the game they belong to, not on the main balance.
- Make sure no other bonus was active when the deposit was made.
- Note the date and amount of the qualifying deposit.
- Take a screenshot of the deposit confirmation and the empty bonus history.
- Send both images to support with the name of the offer.
- Ask support to confirm whether the offer was applied to the account.
- Wait for the reply before making another deposit for the same offer.
- Keep the support reference number for follow-up.
Contact support when the bonus history shows no record of the offer after a qualifying deposit.
Identity verification stuck or documents rejected
The player sees the verification status stuck on pending or a rejection notice without a clear reason.
- The document photo is blurred, cropped or shows glare.
- The name or address on the document differs from the account details.
- The document has expired or is not a accepted type.
- Only one side of a two-sided document was uploaded.
- The selfie does not match the photo on the identity document.
- Open the verification page and read the exact rejection reason next to each document.
- Retake the photo in good light with all four corners of the document visible.
- Check that the name, date of birth and address match the account profile exactly.
- Upload both sides of any document that has information on the back.
- Use a recent document that has not expired.
- For the selfie, hold the identity document next to the face in the same frame.
- Save the new files in a common format such as JPG or PDF.
- Submit the corrected documents through the verification page only.
- Note the date of resubmission and the reference shown.
- Wait for the review before uploading more copies.
- If a document is rejected again, note the reason word for word.
- Send the reason and a clear copy to support in one message.
Contact support when a document is rejected twice for a reason that does not match the file sent.
Before any deposit, open the cashier and check that the account name, payment method and bonus selection all match what the casino holds. That single check prevents most missing deposits, stuck bonuses and verification delays.