If you see a document upload prompt instead of the bonus you expected, or a locked account message where your balance should be, you are comparing it to a casino you used before that ran these checks faster. The most common cause is a mismatch between the details on your profile and the documents or payment method you used.

Identity verification stuck or documents rejected

The screen shows a pending review or a rejection notice for your ID or address proof. The likely causes are:

  • the photo is blurry or the document is cut off at the edges;
  • the name on the account does not match the document exactly;
  • the address proof is older than the period the operator accepts;
  • a document type that is not accepted for that step;
  • the file format or size is outside the allowed range.
  1. Open the verification area in your account and note which document is marked as rejected.
  2. Take a new photo in daylight, with all four corners visible and no glare on the surface.
  3. Use the same full name that appears on your bank card and on the document.
  4. Upload a proof of address that shows your name and current address clearly.
  5. Make sure the proof is recent, because older documents are turned down.
  6. Choose the correct document type from the list instead of guessing.
  7. Keep the file in the format the form asks for, and keep it below the size limit.
  8. Submit one document at a time and wait for the status to change before adding another.
  9. Do not send the same document twice; a duplicate can reset the review.
  10. Check the email inbox tied to your account for any extra request for a clearer copy.
  11. When Casino de Montréal bonus asks for a different document, upload exactly that one rather than a substitute.

If five working days pass with no change in status, contact support and include the reference number shown on your upload screen.

Welcome bonus or free spins not credited

The account shows no bonus balance and no spins after you opt in or make a deposit. The likely causes are:

  • the welcome offer was not activated before the deposit;
  • the deposit was made with a method that is excluded from the offer;
  • the minimum deposit for the bonus was not reached;
  • the bonus code was entered with a typo or left empty;
  • a previous bonus on the account is still active and blocks a new one.
  1. Go to the promotions page and confirm the welcome offer shows as active for your account.
  2. Press the opt-in button before you make any deposit, not after.
  3. Check that your deposit reached at least the minimum amount stated for the offer.
  4. Use a payment method that the welcome offer allows.
  5. Type the bonus code in the exact case shown, with no spaces.
  6. Finish any active bonus by meeting its playthrough or by letting it expire.
  7. Look for a small pending icon near your balance, which means the bonus is waiting on a condition.
  8. Close the page and reopen it in a fresh browser tab to refresh your balance.
  9. Take a screenshot of the offer page and of your deposit confirmation before you contact anyone.
  10. Contact support and send both screenshots together so the agent can see the gap.
  11. If the bonus was credited then removed, ask which condition was not met before you deposit again.

Contact support on the same day if the offer is still missing after you have completed these checks.

Withdrawal pending longer than expected

The withdrawal shows as pending and the amount is still deducted from your playable balance. The likely causes are:

  • the identity check is not complete yet;
  • the payout method was not confirmed;
  • an active bonus still has playthrough left;
  • the withdrawal was requested to a method that does not match your deposit route;
  • a routine review is open on the account.
  1. Open the withdrawal history and note the exact status label on the request.
  2. Finish any outstanding identity step, because a pending check holds the payout.
  3. Confirm the payout method in your profile and make sure it is in your own name.
  4. Complete or cancel any active bonus before you expect the withdrawal to move.
  5. Request the payout to the same method you used to deposit, where the operator allows it.
  6. Do not send a second withdrawal request for the same amount, as this can cause a duplicate hold.
  7. Reply to any email from the payments team with the document they ask for.
  8. Keep your bank or card statement available in case the payout reference is needed.
  9. Check the status again after a full banking day has passed.
  10. Contact support with the withdrawal reference number if the status has not changed.
  11. If you cancelled the request, expect the funds back in your playable balance before you retry.

Contact support once the stated review period has passed and you have completed every identity and bonus condition.

Cannot log in or account locked after failed attempts

The login screen rejects your password and then shows a lock message after several tries. The likely causes are:

  • the password was typed with caps lock on or with a trailing space;
  • the email address on the account was changed and the old one is being used;
  • too many failed attempts triggered a temporary lock;
  • the browser saved an outdated password;
  • the account is under review and login is paused.
  1. Type the password into a plain text field first to confirm the exact characters.
  2. Turn off caps lock and remove any autofill entry, then type the password by hand.
  3. Use the email address exactly as registered, including the domain.
  4. Try the password reset link sent to your registered email.
  5. Open the site in a private browser window to rule out saved data.
  6. Clear the cookies for the site if the lock message repeats on every attempt.
  7. Wait out the temporary lock instead of retrying, because more attempts extend it.
  8. Do not create a second account with a new email, as this blocks both accounts.
  9. Look for a message on the login page that names the reason for the lock.
  10. Contact support from the email address on the account and ask for the unlock step.
  11. If you changed your email recently, tell support the old and the new address in one message.

Contact support as soon as the lock message appears and you cannot reset the password yourself.

Keep your profile name, address, and payment method identical across every step, and most of these blocks never start.