Your screen shows a spinning loader that never finishes when you try to sign in, or a message that your session has expired right after you entered your details. This usually happens because the browser has stored an old session cookie or the site address you used is not the official one.

Identity checks that sit unfinished or documents that bounce back

You upload a document and the status stays on review, or you get a message that the file is not acceptable. The usual reasons are a blurry image, a mismatch between the name on the account and the name on the document, an expired ID, a file type the system cannot read, or a photo with glare across the text.

• The photo is out of focus or the text is hard to read
• The name on the account does not match the name on the document
• The ID or proof of address has passed its expiry date
• The file is saved in a format the upload tool does not accept
• A corner of the document is cut off in the photo

1. Open your profile and look at the exact status of the check. A pending label means the file is in the queue, while a rejected label means you need to act.
2. Take a new photo in daylight with no flash and place the document on a dark, flat surface. The whole page must sit inside the frame.
3. Make sure every letter of your name, including middle names, matches what you entered during registration. A shortened first name can cause a mismatch.
4. Use a file type the form accepts, and keep the scan under the size the upload field allows.
5. Send one document at a time and wait for the status to change before adding the next.
6. For proof of address, use a recent bill or bank letter that shows your full name and address exactly as they appear on the account.
7. Remove any password or account number from the image by covering it before you take the photo, if the form allows a redacted copy.
8. Submit again through the same upload area rather than sending files by email, so the documents stay linked to your account.
9. Keep the original files on your phone until the check shows as complete. You may be asked for the same document again.
10. If you changed your address or name since registering, update those details first and then resend the document. A fixed document will fail against an old profile.
11. Contact support when a document has been rejected twice for the same reason or when the status has not moved after you sent a clear, complete copy.

Reach out to support with the reference number of the rejected upload if the form gave you one, so the agent can pull up the file.

Withdrawals that stay marked as pending

You request a payout and the status remains pending for longer than you expected, with the money still showing in your balance. The common causes are an unfinished identity check, a bonus that still has play conditions attached, a payment method that does not match the one used for the deposit, a request made during a busy period, or a missing document for the payout route.

• The identity check is not yet complete
• A bonus is still active and its play conditions are not met
• The payout method differs from the deposit method
• The account is missing a document for the chosen payout route
• The request arrived during a period of heavy volume

1. Open the withdrawal history and note the exact status. Pending means the request is waiting, while processing means it has moved forward.
2. Check whether any bonus is still attached to your balance. A bonus with open play conditions will hold the payout until those conditions are met.
3. Confirm that your identity check shows as complete. A pending check blocks payouts even when everything else is in order.
4. Use a payout method that matches the one you used to deposit, where the rules require it.
5. Make sure the payout details are correct and belong to you. A name mismatch between the account and the payout route will stall the request.
6. Avoid sending a second request while the first is pending. Duplicate requests can slow both down.
7. Keep playing only with money you do not need for the payout, because further play can change your balance while the request is open.
8. Wait for the stated review window to pass before you follow up. Many requests clear on their own once the check is complete.
9. If the status has not changed after that window, gather the request reference and the date you submitted it.
10. Contact support with those details and ask for the specific reason the request is held. Ask what single step will release it.
11. Follow the instruction you receive and avoid opening a new request until the first one is resolved.

Contact support when the request shows as pending after the review window has passed and your identity check is complete.

Declined deposits or withdrawals because of limits

You try to deposit or cash out and a message says the amount is outside the allowed limit for your account. The usual reasons are a daily or monthly cap tied to your account level, a limit set by the payment route you chose, a recent change you made to your own limits, a first deposit above the starting cap, or a remaining balance that keeps the payout under the minimum allowed.

• Your account level carries a lower cap than the amount you entered
• The payment route you chose has its own limit
• You set a personal limit that is now active
• The first deposit is above the starting cap for new accounts
• The remaining balance would leave a payout below the minimum

1. Read the exact message on the screen. It often names the limit that was hit, which saves time.
2. Lower the amount to fit inside the cap shown and submit again.
3. If a personal limit is active, wait until it resets or change it through your account settings where the rules allow.
4. Try a different payment route if the decline names the route rather than the account. Each route can carry its own cap.
5. For a first deposit, start with a smaller amount and add more later if you wish.
6. Check that your balance after the payout would still meet the minimum the rules require.
7. If you are cashing out, leave enough in the account to keep the request valid, or request the full eligible amount.
8. At https://woodbinecasino-ca.com, the limits that apply to your account appear in your profile, so compare the figure there with the amount you entered.
9. Note the date and time of the decline and the amount you tried, in case you need to explain it to support.
10. Do not split one large request into many small ones to get around a cap. That pattern can trigger a review.
11. Contact support when the amount is clearly inside the cap you see but the request is still declined, and include the message text.

Contact support when a decline names no specific limit or when the amount fits the cap shown in your profile.

Sign-in failures and accounts locked after wrong passwords

You enter your details and see a message that the account is locked, or the page simply returns you to the sign-in form. The usual causes are several wrong password attempts in a row, a saved password that no longer matches, a session cookie from an older visit, a browser extension that blocks scripts, or typing the email with a different case or a space at the end.

• Too many wrong password attempts in a short period
• A saved password that was changed elsewhere
• An old session cookie still stored in the browser
• A browser extension that blocks parts of the page
• An email address typed with extra spaces or different capitalisation

1. Stop trying the same password. Each failed attempt can extend the lock, so pause before the next try.
2. Use the password reset link on the sign-in page and set a new password you have not used before.
3. Type your email address by hand rather than pasting it, and check for a space at the end.
4. Clear the cookies and cache for the site in your phone browser, then reload the page.
5. Turn off any content blocker or script blocker for this site and try again.
6. Open the sign-in page in a private or incognito tab to rule out stored data.
7. If you normally use a saved password, delete it and enter the new one manually once.
8. After a successful sign-in, change your password again if you suspect someone else tried to access the account.
9. Keep the reset email open until you finish, because the link can expire if you wait too long.
10. If the lock message remains after a reset, wait for the stated pause to end before you try once more.
11. Contact support when a reset does not unlock the account or when you no longer have access to the email on file, and be ready to prove your identity.

Contact support as soon as a reset fails to restore access, rather than repeating attempts that lengthen the lock.

Keep your profile details, your identity documents and your payout method matching and current, and most of these blocks never start.