The screen that showed your old casino as trusted now shows MyStake as unresponsive, and the usual cause is a session, connection or document issue on the player side rather than the account itself. Each problem below has a short list of causes and the steps that address it.
A withdrawal that stays pending longer than expected
The player sees the withdrawal marked as pending with the balance already reduced and no sign of movement.
- Identity verification has not been finished, so the payout is held.
- The withdrawal request was sent before a pending bonus was cleared.
- The payment address or account details do not match the casino record.
- A second withdrawal was submitted and the two are being reviewed together.
- A payment provider is holding the transfer on its side.
- Open the transaction history and note the exact status of the request.
- Finish any outstanding identity verification before contacting anyone.
- Clear or cancel bonus requirements that still apply to the balance.
- Make sure the payment details in the profile match the account you used.
- Withdraw only to a destination that belongs to you and carries your name.
- Avoid submitting a second request while the first is still pending.
- Confirm that no bonus remains active on the player account.
- Take a screenshot of the pending request with its reference number.
- Gather a recent statement from the receiving account if asked for proof.
- Do not cancel and resubmit the withdrawal repeatedly; it restarts the review.
- Check whether any open bonus has a play condition tied to the withdrawal.
- Reply to any message from the review team with the documents it names.
- Keep the payout on hold only if you can afford to leave it there.
- Contact support with the reference number if the request stays pending after verification is complete.
Games that will not load in a phone browser
The page opens but the lobby stalls, a game spins on a blank screen, or the browser reports a connection error.
- A weak or unstable mobile signal interrupts the game files.
- The browser is outdated or has scripts blocked.
- Too many tabs are open and memory is exhausted.
- A cached copy of the lobby is out of date.
- A game is unavailable in the region or under maintenance.
- Switch between Wi-Fi and mobile data to see which one holds.
- Reload the page once with a normal refresh.
- Clear the browser cache and cookies, then open the site again.
- Update the phone browser to the current version.
- Allow scripts and pop-ups for MyStake in the browser settings.
- Close other tabs and background tools that use memory.
- Log out and sign in again from the phone browser.
- Test a second game from a different category to see if the fault is game-specific.
- Turn off any content blocker or private network filter for the session.
- Restart the phone before one more attempt.
- Try the same account in another up-to-date browser on the phone.
- On https://my-stake.gb.net/, players can reach the lobby through a plain browser tab without extra tools.
- Keep the browser in portrait mode for lobby pages and full screen for the game itself.
- Contact support with the game name and a screenshot if only one title fails.
Identity verification stuck or documents turned down
The player sees the account held at verification, or a rejection note appears for a document that was uploaded more than once.
- The photo is blurred, cropped or shows glare on a corner.
- The name or date on the document differs from the profile entry.
- One side of a two-sided document is missing.
- The file format or size is outside what the form accepts.
- An old document has passed its expiry date.
- Photograph the document flat on a plain surface in daylight, with no flash.
- Keep all four corners and the full text inside the frame.
- Upload both sides when the document has two sides.
- Type your name exactly as the document spells it, including spacing.
- Check that the address on the profile matches the proof of address.
- Use a recent utility bill or bank letter for the address check.
- Send each file in the format the form asks for and within its size cap.
- Submit one clear copy rather than several versions of the same document.
- Upload only the document the review team requested.
- Wait for the outcome before sending more files, since duplicates slow the review.
- If a selfie is requested, take it in good light without a filter.
- Keep the original files in case a fresh upload is needed.
- Do not edit the image with cropping tools or overlays.
- Contact support with the document type and the rejection message if the same file is turned down again.
A deposit taken by the bank but missing from the balance
The player sees the bank statement show the payment while the casino balance stays unchanged.
- The payment is still travelling between the bank and the casino.
- The deposit was sent to an address that does not belong to the player.
- A deposit bonus was claimed with a code and the funds went to the bonus balance.
- The transfer is held by the bank for a routine check.
- The wallet or bank account used does not match the verified profile.
- Refresh the balance page a few minutes after the bank confirms the payment.
- Check the bonus balance as well as the main balance.
- Note the amount, the time and the reference from the bank statement.
- Confirm that the payment details used belong to your verified accounts.
- Enter any mystake promo code only in the field meant for it, before sending money.
- Take a screenshot of the confirmed bank payment.
- Keep the deposit reference ready for support.
- Avoid sending the same deposit a second time while the first is unresolved.
- If a mystake free spins offer was tied to the payment, confirm the offer was credited.
- Use one mystake promo code per deposit and do not stack several codes.
- Check that the payment was not sent from a shared or third-party account.
- Write down the exact time the bank marked the payment as sent.
- Note the last four digits of the sending account for the support message.
- Contact support with the bank proof if the balance is still unchanged after the bank clears the payment.
Keep one verified payment account, finish identity checks early and use a single clean browser session, and most of these problems never reach the support queue.
