You check your balance on the bus before work and the deposit you made last night still is not there, which usually means it is still being confirmed or was sent to a different account. A weekend session ends with free spins missing from your bonus balance, most often because a condition was not met.

Identity verification stuck or documents rejected

You upload your ID and the status stays pending for days, or a message says the document is not acceptable. The usual reasons are unclear photos, expired documents or a name that does not match your account details.

• The photo is blurry or the corners of the document are cut off.
• The document has expired or the address on it is out of date.
• The name on the document differs from the one on your MyStake account.
• You sent a utility bill older than the accepted period.
• You uploaded a screenshot instead of a photo of the original document.

1. Open your profile and find the verification section to see which document is still needed.
2. Take a new photo in daylight with the whole document in the frame and no glare.
3. Check that the name, date of birth and address match your account exactly before uploading.
4. Use a recent utility bill or bank statement that shows your full name and address.
5. Upload each file once; sending the same document many times slows the review.
6. If your name changed, send the document that proves the change along with your ID.
7. Wait for the review to finish before starting another verification request.
8. Keep a copy of every file you send so you can refer to it if a new request arrives.

Contact support when your documents are clear and valid but the status has not changed after a full review cycle.

Welcome bonus or free spins missing

You finish a deposit and the bonus balance still shows zero, or the free spins do not appear in your rewards area. Missing bonuses usually come from a deposit that did not carry the required code or from a bonus that was never activated.

• The deposit was made without the bonus code or outside the promotion window.
• The bonus was not activated in your account before you deposited.
• Your deposit method is excluded from that particular offer.
• You already claimed a welcome offer on the same account.
• The free spins are tied to a specific game that you have not opened yet.

1. Open the promotions area and check whether the offer still appears as available for your account.
2. Compare the deposit you made with the offer’s conditions, including the payment method used.
3. If a code was required, note whether you entered it in the correct field before confirming the deposit.
4. Activate the bonus in your account before making the next deposit.
5. For free spins, open the game named in the offer, since some spins only load there.
6. Check your bonus history to see if the reward was credited and then expired.
7. Avoid making a second deposit while the first bonus is still pending review.
8. Note the time and amount of the qualifying deposit so support can trace it.

Contact support when the offer conditions were fully met and the bonus or free spins are still absent from your account.

Login fails or account locked after failed attempts

You type your password and the screen returns an error, or a message says the account is temporarily locked. Repeated wrong passwords and saved browser data are the most common triggers.

1. Go to my-stake.gb.net/ and use the password reset option instead of trying the same password again.
2. Type the new password by hand rather than pasting it from a password manager.
3. Clear the browser cache and cookies, then reload the login page.
4. Turn off any password autofill for the site and enter your details manually.
5. Check that caps lock is off and that your keyboard language is set correctly.
6. Try a different browser or a private window to rule out an extension blocking the form.
7. If a lock message appears, wait for the lock period to pass before trying again.
8. Use the same email address that is registered on your MyStake account when resetting.

• The password was changed recently and the old one is still saved in the browser.
• Too many failed attempts triggered a temporary lock.
• An auto-filled email address belongs to a different account.
• A browser extension or VPN is interfering with the login form.
• The account is under review and logins are paused until it clears.

Contact support when the reset email does not arrive or the lock message remains after the stated period.

Deposit left your bank but is not on the balance

Your bank shows the payment as completed, but the casino balance has not moved. The payment is often still being confirmed by the provider or was sent with different account details.

• The payment is still pending confirmation between your bank and the provider.
• The deposit was sent to an account or reference that does not match your player profile.
• A deposit bonus is active and the amount is held until the bonus conditions are met.
• The payment method used is not supported for deposits on your account.
• Your bank placed a hold on the transaction for a security check.

1. Check your bank statement again to confirm the payment is marked as completed and not pending.
2. Open your transaction history in the casino and look for the deposit entry with its status.
3. Compare the last digits of the account you paid to with the details shown in your profile.
4. If a bonus is active, check whether the deposit was added to the bonus balance instead of the cash balance.
5. Take a screenshot of the bank transaction showing the reference number.
6. Do not send a second deposit to the same details until the first one is traced.
7. Note the exact time and amount so support can match the payment quickly.
8. Keep the bank reference ready when you contact support.

Contact support when the bank shows the payment as completed and the casino history has no matching entry after a full confirmation cycle.

Quick Reference

The table below lists each problem with its usual cause and the first check to make.

Most verification delays clear once a single clear photo is uploaded instead of several attempts. Bonus problems usually trace back to an offer that was never activated before the deposit. Login locks are often caused by a saved password that no longer matches the new one. Deposit gaps are easiest to solve when the bank reference and the casino history are compared side by side. Free spins appear in the game named in the offer, not always in the main rewards list. Keeping your profile details current prevents most of these issues from starting.

Before you deposit or request a bonus, open your profile once and make sure your name, address and phone number are current and your ID is already verified; this single habit prevents most verification, bonus and deposit problems.