MyStake Withdrawals, Mobile Loading, KYC and Missing Deposits

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.

1. Open the transaction history and note the exact status of the request.
2. Finish any outstanding identity verification before contacting anyone.
3. Clear or cancel bonus requirements that still apply to the balance.
4. Make sure the payment details in the profile match the account you used.
5. Withdraw only to a destination that belongs to you and carries your name.
6. Avoid submitting a second request while the first is still pending.
7. Confirm that no bonus remains active on the player account.
8. Take a screenshot of the pending request with its reference number.
9. Gather a recent statement from the receiving account if asked for proof.
10. Do not cancel and resubmit the withdrawal repeatedly; it restarts the review.
11. Check whether any open bonus has a play condition tied to the withdrawal.
12. Reply to any message from the review team with the documents it names.
13. Keep the payout on hold only if you can afford to leave it there.
14. 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• A cached copy of the lobby is out of date.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.

1. Switch between Wi-Fi and mobile data to see which one holds.
2. Reload the page once with a normal refresh.
3. Clear the browser cache and cookies, then open the site again.
4. Update the phone browser to the current version.
5. Allow scripts and pop-ups for MyStake in the browser settings.
6. Close other tabs and background tools that use memory.
7. Log out and sign in again from the phone browser.
8. Test a second game from a different category to see if the fault is game-specific.
9. Turn off any content blocker or private network filter for the session.
10. Restart the phone before one more attempt.
11. Try the same account in another up-to-date browser on the phone.
12. On https://my-stake.gb.net/, players can reach the lobby through a plain browser tab without extra tools.
13. Keep the browser in portrait mode for lobby pages and full screen for the game itself.
14. 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.

1. Photograph the document flat on a plain surface in daylight, with no flash.
2. Keep all four corners and the full text inside the frame.
3. Upload both sides when the document has two sides.
4. Type your name exactly as the document spells it, including spacing.
5. Check that the address on the profile matches the proof of address.
6. Use a recent utility bill or bank letter for the address check.
7. Send each file in the format the form asks for and within its size cap.
8. Submit one clear copy rather than several versions of the same document.
9. Upload only the document the review team requested.
10. Wait for the outcome before sending more files, since duplicates slow the review.
11. If a selfie is requested, take it in good light without a filter.
12. Keep the original files in case a fresh upload is needed.
13. Do not edit the image with cropping tools or overlays.
14. 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.

1. Refresh the balance page a few minutes after the bank confirms the payment.
2. Check the bonus balance as well as the main balance.
3. Note the amount, the time and the reference from the bank statement.
4. Confirm that the payment details used belong to your verified accounts.
5. Enter any mystake promo code only in the field meant for it, before sending money.
6. Take a screenshot of the confirmed bank payment.
7. Keep the deposit reference ready for support.
8. Avoid sending the same deposit a second time while the first is unresolved.
9. If a mystake free spins offer was tied to the payment, confirm the offer was credited.
10. Use one mystake promo code per deposit and do not stack several codes.
11. Check that the payment was not sent from a shared or third-party account.
12. Write down the exact time the bank marked the payment as sent.
13. Note the last four digits of the sending account for the support message.
14. 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.