Your new non GamStop casino asks for the same documents your old one approved months ago, and the upload screen keeps returning an error. The most common cause is a mismatch between the details on your profile and the details on the document itself, often a middle name left out or an address written in a different format.

Identity verification stalls or documents come back rejected

The player sees a pending verification notice that never clears, or a message saying the document is unreadable or expired.

• The photo is blurred, cropped or shows glare across the text.
• The document has expired or shows a corner folded over.
• Name, date of birth or address differs slightly from the profile.
• A proof of address is older than the casino accepts.
• The file format or size falls outside what the upload form takes.

1. Open your profile and compare every field with the document in front of you.
2. Correct any spelling difference, including middle names and accents.
3. Photograph the document flat on a plain surface in daylight.
4. Keep all four corners and the machine-readable strip inside the frame.
5. Take proof of address from a recent bill or bank statement in your name.
6. Upload each document to the correct slot rather than combining them in one file.
7. Convert files to a common image or PDF format if the form refuses them.
8. Submit once and let the review finish before sending anything again.
9. Repeat uploads of the same file create duplicate cases and slow the queue.
10. Make sure the account name matches the payment method you will use later.
11. Avoid screenshots of digital documents if a scan or photo is asked for.
12. Keep a copy of what you sent so a second submission is quick.
13. Contact support once a clear rejection reason has been fixed and the file still will not pass.

Contact support when you have corrected the stated reason and the same document is refused again without a new explanation.

Login fails and the account locks after several attempts

The player types the known password and gets an error, then a notice that the account is temporarily locked.

• Saved login details in the browser are out of date.
• Caps lock or a keyboard layout is changing the characters typed.
• The email address was entered with a different spelling than at sign-up.
• A password reset was started and finished on another device.
• Security checks are waiting because a new device or location was used.

1. Stop retrying after the first lock notice, since more attempts extend it.
2. Clear the saved password for the site in your browser settings.
3. Type the password by hand into a plain text field first to see it clearly.
4. Confirm the email address exactly as it was written during registration.
5. Use the password reset link and complete it in the same browser session.
6. Finish the reset on the device you normally play from.
7. Disable any password manager autofill for this one login.
8. Try a private browsing window to rule out an old cookie.
9. On a phone browser, close extra tabs before signing in again.
10. Complete any security check the casino shows after the reset.
11. Write the new password down before closing the window.
12. Contact support if the lock remains after the reset has been confirmed.

Contact support when a completed reset still ends in a lock or the security check will not load.

Deposit leaves the bank but never reaches the balance

The player sees the money gone from the bank statement while the casino balance still shows the old figure.

• The payment is still being authorised between the two providers.
• An extra check on the payment method is holding the transfer.
• The deposit was made to an old or closed account reference.
• A browser refresh during payment interrupted the confirmation.
• Verification is incomplete, so the credit is paused.

Many players arrive from non GamStop sites and expect instant credit, but the same bank-side checks still apply here.

1. Refresh the balance once, then leave the page alone for a while.
2. Check that the casino has your correct account reference.
3. Look in the transaction history and note whether the deposit is pending.
4. Keep the bank statement line and the reference number it shows.
5. Avoid sending a second deposit to test the first.
6. Return to the cashier and see whether the pending entry has changed.
7. Confirm your verification status, since a paused review blocks credits.
8. Sign out and back in to reload the balance from the server.
9. Contact non gamstop casinos UK support with the reference and the amount.
10. Send a screenshot of the bank line rather than a description of it.
11. Do not close the payment confirmation window until it finishes loading.
12. Ask the bank whether the payment is authorised or settled.
13. Contact support when the pending entry disappears from history without a credit.

Contact support when the transaction shows as settled at the bank yet the casino balance has not changed.

Welcome bonus or free spins stay missing

The player registers and deposits but the bonus balance and spin counter remain at zero.

• The bonus code was not entered, or was entered with a space.
• The deposit was made before the code was added to the account.
• Another bonus is already active and blocks the welcome offer.
• The payment method used is excluded from the offer.
• The account was flagged for verification before the reward could be released.

1. Open the bonus page and read what the offer requires from you.
2. Check the active bonuses list for anything already running.
3. Compare the payment method used with the ones the offer allows.
4. Enter the code in the bonus field before confirming the deposit.
5. Remove stray spaces and match upper and lower case as shown.
6. Finish verification so the reward can be released.
7. Reload the page and look at the bonus balance again.
8. Check whether spins sit in a separate section from cash.
9. Do not claim a second welcome offer on a duplicate account.
10. Keep a note of the code and the deposit reference together.
11. Contact support with both details if the reward still does not appear.
12. Contact support when the code was accepted but nothing was credited.

Contact support when the offer was properly claimed and the bonus or spins are still absent after a reload.

Quick Reference

The table pairs each problem with the cause seen most often and the first thing worth checking.

Each first check is something you can do alone before writing to support. Casinos not on gamstop still run their own checks, so a pending payment is normal rather than lost. A locked login is almost always caused by retrying, not by a stolen account. Bonus problems usually trace back to the order of the code and the deposit. Spins often sit in a separate counter, which is why the cash balance looks unchanged. Fixing the first check resolves most of these cases without a support ticket.

Use the same name, address and payment method from registration through verification and every deposit, and do not start a second bonus while one is running.