You assume that once documents are uploaded everything moves forward, but the screen keeps showing a pending review, and that gap is usually caused by a document whose details do not match the account. The most common cause is a mismatch between the name, address or date of birth on the file and the details saved in the profile.
Identity verification stuck or documents rejected
The player sees a review notice that never clears or a rejection message naming a document type.
- The photo is blurred, cropped or taken at an angle.
- The name on the document differs from the name entered at registration.
- The document has expired or the address page is missing.
- The file type or size does not match what the upload form accepts.
- Two documents show different addresses.
- Open the profile section and compare the saved name and address with the document itself.
- Take a new photo in daylight with all four corners of the document visible.
- Keep the text sharp and avoid glare from a lamp or window.
- Upload the front and back of the identity document when both sides carry information.
- Add a proof of address that shows the same address as the profile.
- Use a recent utility bill or bank statement in the player’s own name.
- Submit one document at a time and wait for the review to finish before adding another.
- Do not send the same file twice; a duplicate can restart the review.
- Keep the file within the size and format the form accepts.
- Check the profile again after the review notice changes.
- Contact support when a rejection message repeats without naming a clear reason.
Contact support when every document is clear, matches the profile and is still rejected after a second upload attempt.
A withdrawal pending longer than expected
The player sees a pending status on the withdrawal and no change in the balance after several days.
- Identity verification is still open on the account.
- The bonus terms tied to the withdrawal have not been met.
- A payment detail differs from the name on the account.
- The withdrawal request was split into several smaller ones.
- A bonus is still active and blocks the payout.
- Open the transaction history and note the exact status of the request.
- Finish any open identity verification before expecting a payout.
- Review the bonus conditions on the account and confirm the playthrough is complete.
- Match the payment account name to the name in the profile.
- Cancel a duplicate request if the same amount appears twice.
- Avoid starting a new bonus while a withdrawal is pending.
- Complete any missing wagering on active free spins or bonus funds.
- Keep the account balance unchanged during the review.
- Note the date and reference of the request for your own records.
- Wait for the pending status to change before sending a second request.
- Contact support when the status remains pending and all conditions are met.
Contact support when the request is still pending and no bonus, verification or payment mismatch is left open.
Welcome bonus or free spins not credited
The player sees a zero bonus balance or no free spins after a first deposit that should have triggered the offer.
Many players expect the reward to appear the moment money leaves their payment account. In practice, the bonus follows the deposit confirmation, so a delay at the payment provider leaves the bonus balance empty for a while. At Slotozen bonus the reward is tied to the deposit that qualifies, and a deposit made outside that route will not trigger it.
- The deposit was made without the bonus code or the required opt-in.
- The payment method used is excluded from the offer.
- The minimum deposit for the offer was not reached.
- A bonus was already active on the account.
- The reward was credited to a bonus balance that is hidden until the wallet is opened.
- Open the bonus section and confirm whether the offer was activated before the deposit.
- Compare the deposit amount with the minimum required for the welcome offer.
- Check that the payment method used is allowed for the promotion.
- Enter the bonus code exactly as shown, with no extra spaces.
- Finish any active bonus before claiming a new one.
- Refresh the wallet view to see whether the bonus balance appears.
- Keep the deposit receipt ready in case support asks for it.
- Do not deposit a second time while the first request is still processing.
- Contact support when the deposit is confirmed, the conditions are met and the bonus is still missing.
Contact support when the qualifying deposit is confirmed, the code was entered and the bonus or free spins still do not appear.
Login fails or the account locks after failed attempts
The player sees an error on the sign-in screen or a locked account message after several wrong passwords.
- The password was typed with the wrong keyboard language or caps lock on.
- The email address differs from the one used at registration.
- Too many failed attempts triggered a temporary lock.
- The browser saved an old password that no longer works.
- A second account exists with the same details.
- Type the password into a plain text field first to confirm spelling and case.
- Turn off caps lock and check the keyboard language.
- Use the email address exactly as entered at registration.
- Clear the saved password for the site in the browser settings.
- Try the phone browser on a mobile connection instead of the saved desktop session.
- Use the password reset link sent to the registered email.
- Open the reset link once and set a new password that you have not used before.
- Log in from the page the reset link opens, without going back to an old tab.
- Wait for a temporary lock to clear before trying again.
- Avoid repeated attempts that extend the lock.
- Finish identity verification if a notice on the account blocks the session.
- Contact support when the reset email does not arrive or the account stays locked.
Contact support when the password reset fails, the email does not arrive or the account remains locked after the waiting period.
Keep the name, address and payment details on the account identical to the documents from the first day; that single habit prevents most verification, withdrawal and login problems.
