You are staring at a withdrawal marked as pending, and the most common cause is a check that has not been finished yet, either your identity documents or an internal review of the request. The same waiting state also appears when a payment detail on your account does not match the one on your banking side.
A withdrawal that stays pending past the stated window
The player sees the request sitting in a pending state while the balance has already been reduced, and nothing moves.
- Identity documents were never uploaded or were sent in an unreadable form.
- A first withdrawal always takes longer because the account has no payment history.
- The payment detail on the account differs from the one held by the bank or card issuer.
- An earlier deposit has not yet cleared on the payment provider’s side.
- A bonus attached to the balance still needs to be released before cash can leave.
- Open your account profile and confirm the withdrawal request is listed with a status, not missing.
- Check that your full name and address match the details registered with your bank.
- Make sure the payment method you chose for the payout is one you have used before.
- Upload a clear photo of your identity document if the profile still shows a missing item.
- Look at any bonus still active on the account and finish its play conditions first.
- Confirm the deposit that funded the withdrawal has cleared with your provider.
- Leave the request untouched; cancelling and resubmitting sends it to the back of the queue.
- Wait out the stated review window before you take any further step.
- Use only one withdrawal request at a time, since parallel requests slow each other down.
- Keep your contact details current so the payments team can reach you.
- Note the reference number shown on the request for any later conversation.
- Do not open a second account to speed things up; linked accounts are frozen instead.
- If the request is still pending after the window ends, gather your documents in one folder.
- Take a screenshot of the pending status with the time visible.
- Send both to support in a single message rather than several separate ones.
Contact support once the stated review window has passed and the request still shows as pending with no explanation on your account.
Deposits and withdrawals declined by account limits
The player sees a message that the transaction exceeds a limit, even when the balance would cover it.
- The amount goes above the ceiling set for a single transaction on your account level.
- You have reached the total allowed over a day or a week.
- The account is still on a lower tier because identity checks are incomplete.
- The chosen payment method carries its own cap separate from the account cap.
- Currency conversion pushes the final figure over the threshold.
- Note the exact amount you tried and the wording of the decline message.
- Reduce the amount and send it again; a smaller figure often passes at once.
- Finish any outstanding identity step that keeps your account on a lower tier.
- Try a different payment method that carries its own separate cap.
- Spread a large payment over several days instead of forcing it into one.
- Check whether your currency differs from the one on the account.
- Confirm the card or bank account itself allows transactions of that size.
- Remove any pending request that blocks the balance before starting a new one.
- At Casino de Montréal, the limit that applies to your account is shown before you confirm, so compare it with your figure first.
- Keep a record of each declined attempt with the time and amount.
- Wait for the daily or weekly window to reset before trying the full amount again.
- Avoid repeated retries in quick succession, which can lock the method temporarily.
- Ask your bank whether it placed its own block on the transaction.
- Gather the decline messages and your account tier information together.
- Send that record to support if the same limit blocks you after a reset.
Contact support when a limit blocks you even after the window resets and you have completed every identity step on the account.
Identity verification stuck or documents rejected
The player sees a verification status that never changes, or a rejection note without a clear reason.
- The photo is blurred, cropped or has glare across the text.
- The document has expired or the visible details do not match the account name.
- A corner, the expiry date or the photo page was cut from the frame.
- The file format is unsupported or the upload only partly completed.
- The address document shows a different name or an older address.
- Open the verification section and note which document the account still expects.
- Use the original document, not a photocopy of a photocopy.
- Place it on a flat, dark surface and photograph it in daylight without a flash.
- Keep all four corners and every text line inside the frame.
- Check that the name and date of birth match your account exactly.
- For an address document, make sure the name and address are the same as on the account.
- Upload each file separately instead of combining several pages into one image.
- Leave the upload page open until a confirmation message appears.
- Log out and back in to confirm the new status has registered.
- If a document was rejected, replace it rather than sending the same file again.
- Write a short note in the message field naming the document you just sent.
- Keep a copy of every file you submit, in the same format you sent it.
- Avoid submitting a different document type each time; it restarts the review.
- Wait for one review cycle to finish before trying again.
- Take a screenshot of the rejection message if the reason is unclear.
Contact support if a rejection gives no reason you can act on, or if the status has not moved after a full review cycle.
Phone browser games that will not load
The player sees a blank game window, a spinning loader or a page that stops halfway on the phone screen.
- The mobile connection dropped or switched between networks mid-load.
- Too many tabs and background processes are using the phone’s memory.
- Browser cache and cookies hold an old version of the page.
- A content blocker or private browsing mode stops a script the game needs.
- An outdated browser version does not support the page.
- Reload the page once on a stable connection before changing anything else.
- Switch off private browsing, which often blocks parts of the game window.
- Disable content blockers for this page and reload.
- Clear the browser cache and cookies, then sign in again.
- Close the extra tabs and any background applications using memory.
- Restart the phone and open the browser fresh.
- Update the browser to its current version from the phone’s store settings.
- Try a different browser on the same phone to see whether the issue follows the app.
- Log in through the phone browser directly instead of an embedded window.
- If a single game fails while others open, note its name for support.
- Switch to a different network briefly to rule out a connection problem.
- Free up storage on the phone, which slows page rendering when full.
- Test the same account on another device to compare behaviour.
- Write down any error code shown in the blank window.
- Take a screenshot of the failed game window before you close it.
Contact support if one specific game fails on every browser and device while the rest of the site works.
Finish identity verification and match your payment details to your bank records before your first withdrawal, and most of these problems never reach the pending stage.