You switched from your old casino to Casino Classic, but now your identity documents are rejected while the previous site approved them instantly. This is usually caused by mismatched details or poor document quality, not by a fault in the Casino Classic system.
Identity verification stuck or documents rejected
You may see a pending review message or a rejection notice when you upload your ID. These issues often come from details that do not match, unclear photos or missing pages. The https://www.casinoclassic-ca.org/ help section explains what each document must show, so you know what to correct before uploading again.
- Your name or address differs from the details on your account.
- The photo is blurry, cropped or shows glare.
- Only one side of a two-sided document was uploaded.
- The document has expired or is not accepted for your region.
- A utility bill or bank statement is older than the allowed period.
- Open your profile and compare your full name, date of birth and address with the document you plan to upload.
- Update any field that does not match exactly before you upload again.
- Place the document on a flat, well-lit surface and avoid shadows.
- Capture all four corners and make sure every line of text is readable.
- If the document has two sides, photograph both sides and upload them together.
- Submit a proof of address that shows your name, address and the issue date clearly.
- Wait for the review to finish before you upload the same document again, because duplicate submissions can slow the process.
- Check that your email inbox is not hiding messages from the verification team in the spam folder.
- If you changed address recently, upload a document that reflects the new address.
- Do not edit or crop the images after you take them.
- If a selfie is requested, take it in a well-lit room without a hat or sunglasses.
- Use the same document type for every upload unless support asks for a different one.
- Keep your account details unchanged during the review so the documents stay consistent.
- If your document is rejected again, note the exact reason shown in the message.
- Upload a different document that meets the same requirement if the first one keeps failing.
- Contact support when you have uploaded correct documents twice and the status still does not change, or when the rejection reason is not clear.
Welcome bonus or free spins not credited
You may see a message that the bonus is active, but your balance or spin counter stays empty. Common causes include an unread opt-in step, a missing bonus code or a deposit that did not meet the offer conditions.
- The bonus was not activated in the promotions area before the deposit.
- A required bonus code was not entered at the right moment.
- The deposit amount or method did not meet the offer conditions.
- You already have an active bonus that blocks the new one.
- The free spins are tied to a specific game that you have not opened yet.
- Log in and open the promotions or bonus section to confirm the offer is still available for your account.
- Check whether the bonus requires a code and enter it exactly as shown, with no extra spaces.
- Make sure you activated the offer before you made the qualifying deposit, because some offers cannot be applied after the fact.
- Confirm that your deposit was completed and not left pending by your payment provider.
- Open the bonus details to see the games that count toward the offer.
- If free spins are part of the offer, open the game they are linked to and refresh the page.
- Finish or cancel any active bonus that might be blocking the new one.
- Check your account history for a bonus entry, even if the balance looks unchanged.
- If you used a code, compare it letter by letter with the one in the offer.
- Make sure the deposit was made after you registered and not before.
- Do not make a second deposit for the same offer until the first one is resolved.
- If you claimed the offer from an email, open the link in that message and log in from there.
- Clear your browser cache and log in again to refresh the bonus status.
- Take a screenshot of the offer conditions and your deposit confirmation.
- Contact support when the bonus still does not appear after you have completed every step, and include the screenshots and the code you used.
Site or games do not load properly on a phone
You may see a blank screen, a spinning loader or games that close by themselves on your phone. These issues usually come from a weak connection, an outdated browser or too many open tabs.
- Your mobile data or Wi-Fi signal is weak or unstable.
- The browser is outdated or its cache is full.
- Too many tabs or background apps are using memory.
- The game provider is having a temporary issue.
- A browser extension or private mode is blocking scripts.
- Move to a place with a stronger signal or switch between Wi-Fi and mobile data.
- Close all other tabs and apps before you open the casino again.
- Update your phone browser to the latest version available for your device.
- Clear the browser cache and cookies, then reload the page.
- Turn off private browsing mode, which can block parts of the site.
- Disable browser extensions or ad blockers for the casino address.
- Restart your phone to free memory and reset the network connection.
- Open the casino in a new tab instead of restoring an old session.
- Try a different browser to see whether the problem follows the browser or the connection.
- If only one game fails, open a different game to check whether the issue is limited to that provider.
- Zoom out or rotate your phone if buttons or the game area are cut off.
- Make sure your phone has enough free storage for the browser to work smoothly.
- Turn off any VPN or proxy that may route your connection through a slow server.
- Reload the page once and wait a few moments before you tap anything.
- If the page still fails, note the game name and the exact message on the screen.
- Contact support when the site or a specific game fails on two different browsers and two different connections, and include the details you noted.
Deposit left the bank but is not on the casino balance
You may see the money gone from your bank account while your casino balance stays the same. This often happens because the payment is still being processed or because the deposit was sent without the required reference.
- The payment is still pending between your bank and the casino.
- The deposit was made to an old or incorrect payment detail.
- A required reference or code was missing from the transfer.
- Your bank placed the transaction on hold for a security check.
- The deposit was made from an account that does not match your casino profile.
- Check your bank statement again to confirm the payment is completed and not just authorized.
- Look for a confirmation email or receipt from the payment provider.
- Open your casino transaction history and compare the amount and the time with your bank record.
- If you used a bank transfer, confirm that the reference shown in the casino cashier was included.
- Make sure the payment was sent to the details currently shown in your account, not to an old message.
- Check that the name on the sending account matches your casino profile.
- Ask your bank whether the payment is on hold or waiting for your approval.
- Do not repeat the deposit until you know the first one has failed, because a duplicate can create two charges.
- If the payment shows as completed at your bank, take a screenshot of the transaction.
- Note the date, amount and any reference number from the receipt.
- Wait for the pending status to clear before you assume the money is lost.
- If the deposit was made with a card, check whether your bank declined or reversed the charge.
- Keep the payment confirmation open while you contact support.
- Contact support when the payment is completed at your bank and still missing from your casino balance after the pending period, and attach the screenshot and reference number.
Keep your profile details identical to your bank and ID records, and activate any offer before you deposit; this single habit prevents most verification, bonus and deposit problems.