You are staring at a grey “Pending” label next to your uploaded ID, or at a casino balance that still shows the old figure after a deposit. The most common cause is a mismatch between the details on your player profile and the documents or payment receipt you submitted.
Identity verification is stuck or documents are rejected
You uploaded a photo of your passport or ID, but the status stays on “Pending” or switches to “Rejected” with no clear reason. The likely causes are:
- The photo is blurry, cropped, or shows glare over the text and photo page.
- The name, date of birth or address on the document does not match your player profile.
- You sent an expired document or a copy instead of a photo of the original.
- The proof of address is older than the period the casino accepts.
- A second document was requested, but only one file was uploaded.
Work through these steps:
- Open your profile and compare the spelling of your name with the document. Even a swapped first and last name causes a rejection.
- Retake the photo in daylight on a flat surface, with all four corners visible and no flash reflection.
- Upload the photo page of your ID or passport, not a screenshot from another app.
- For proof of address, use a utility bill or bank statement that shows your full name and home address.
- Make sure the document is current and not expired.
- Check that the file format is JPG or PNG and that the size is under the upload limit shown on the form.
- Submit each requested document in its own upload field.
- Wait for the review to finish before uploading again, because duplicate files slow the check.
- Do not send documents by email unless the support team asks you to.
- If your address changed, update it in the profile first, then upload the matching proof.
- Keep the same document type for the whole process; switching between ID and passport creates confusion.
- If a selfie is requested, hold the document next to your face and keep both in frame.
- Remove any cover or case that hides part of the document.
- After a rejection, read the reason shown and fix only that issue before resubmitting.
- Contact support if your documents are clear, match your profile, and the status still has not changed after a full review cycle.
Contact support only after you have corrected the specific rejection reason and the status remains unchanged.
A deposit left your bank but is not on the casino balance
Your banking app shows the payment as completed, yet the casino balance still shows the amount from before. The likely causes are:
- The payment is still being processed between your bank and the casino.
- You paid from a bank account or card that is not in your own name.
- The deposit was made with a method the casino does not accept for that currency.
- A saved payment page timed out and you sent the transfer twice.
- You entered a reference or player ID that does not match your account.
Work through these steps:
- Take a screenshot of the completed payment in your banking app, showing the amount, date and recipient.
- Refresh the casino balance and log out, then log back in.
- Check your transaction history in the casino cashier for a pending entry.
- Confirm that the payment method you used belongs to you and matches your player name.
- If you sent two payments, note both reference numbers before contacting anyone.
- Do not send a second deposit to “push” the first one through.
- Check that the currency of the deposit matches the currency of your casino account.
- Look for a message in the cashier asking for a payment receipt.
- Upload the bank screenshot through the cashier if that option is offered.
- Keep the payment reference visible in the screenshot.
- Avoid editing the screenshot; a clear, unaltered image is easier to match.
- Wait for the pending entry to change before taking further action.
- If the bank shows the money as sent and the casino history shows nothing after a full processing cycle, gather your receipt.
- Send one message to support with the screenshot, the reference number and the amount.
- Contact support if the payment is complete on your bank side but no pending or completed entry appears in the cashier.
Contact support once you have the bank receipt and the casino history clearly shows no matching entry.
The welcome bonus or free spins were not credited
You made a qualifying deposit or entered a code, but the bonus screen still shows no extra funds or spins. At rocketplay-casino-ca.com, the usual causes are:
- The deposit was made before the bonus code was entered, or the code had a typo.
- The minimum deposit for the offer was not met.
- The bonus was already claimed on an earlier deposit.
- The free spins are tied to a specific game that you have not opened.
- The account was not fully verified when the deposit landed.
Work through these steps:
- Open the bonus section and look for an “Active bonuses” or “Available spins” list.
- Compare the code you typed with the one shown on the offer page, letter by letter.
- Confirm that your last deposit met the minimum amount stated for the offer.
- Check whether the bonus requires a code at deposit or is added automatically; using a code when none is needed can block it.
- If you claimed a welcome package, check which step of the package you are on.
- Open the game tied to the free spins; some spins only appear inside that game.
- Log out and back in to refresh the bonus balance.
- Look at your transaction history for a bonus entry with a timestamp.
- If the bonus appears as “Pending”, finish any missing profile or verification step.
- Do not make another deposit to trigger the same offer before the first one is resolved.
- If you used a code from an email or social post, confirm it applies to your account type.
- Check that no other active bonus is blocking the new one; some offers cannot run together.
- Note the date and amount of the qualifying deposit.
- Take a screenshot of the bonus screen showing the missing credit.
- If the offer was advertised with a code, keep a copy of that code.
- Contact support with the deposit date, amount and code if the bonus is still missing after you have checked these points.
Contact support when your deposit met the offer conditions, the code was correct, and no bonus or spins appear in your account.
The site or games do not load properly on a phone
You open the casino in your phone browser and the page freezes, shows a blank screen, or a game stops mid-load. The likely causes are:
- A weak mobile connection or a network that blocks gaming content.
- An outdated browser version or too many open tabs.
- Cached data that conflicts with the latest page version.
- A game that needs more memory than the phone currently has free.
- A background app or battery saver interrupting the browser.
Work through these steps:
- Switch from mobile data to Wi-Fi, or the other way around, and reload the page.
- Close all other browser tabs and apps running in the background.
- Clear the browser cache and cookies for the site, then sign in again.
- Update your phone browser to the latest version available for your device.
- Turn off battery saver or low-power mode while you play.
- Disable any content blocker or private DNS setting that might stop game files from loading.
- Try a different browser to see whether the problem follows the browser or the connection.
- Restart the phone to free memory before opening a heavy game.
- Load the casino page first, then open the game from the lobby instead of a direct link.
- If a single game fails, try another game to see whether the issue is site-wide or title-specific.
- Keep the phone screen on and the browser in the foreground during a game load.
- Check that your phone has enough free storage for browser updates.
- Avoid using public Wi-Fi networks that require a login page, as they often interrupt game sessions.
- Note the exact error message or the point where loading stops.
- Contact support if the site fails on two different browsers and two different connections.
Contact support when the problem persists across browsers and networks and you can describe the exact point of failure.
Keep your profile name, address and payment details identical everywhere, and upload clear documents the first time; that single habit prevents most verification, deposit and bonus problems.
