You are staring at a message saying your document was rejected, and the usual cause is a photo that is cropped, blurred or partly covered. The same kind of small mismatch explains most payment and bonus complaints at Bitstarz Casino.
Identity checks that stall or reject your documents
The player uploads a passport photo and sees the status stay on pending or flip to rejected without a clear reason. Most rejections come from image quality or details that do not match the account.
- The photo is blurry, tilted or cut off at the edges.
- Light reflects off the document, hiding the text.
- The name on the document differs from the name typed on the account.
- The address document is older than the address you registered.
- Only one side of a two-sided document was sent.
- The form asks for a full name, so type it exactly as printed on your ID, including middle names.
- Place the document on a flat, dark surface in daylight and hold the phone still above it.
- Make sure all four corners appear inside the frame before you take the shot.
- Send both sides of any document that has information on the back.
- For proof of address, use a bill or letter that shows your name and current address clearly.
- Avoid screenshots of a document on another screen, because the pixels soften the text.
- Upload each document once, then give the review team time before sending it again.
- If a rejection message names a problem, fix only that detail and resend the file.
- Keep your file in a common image or document format so it opens on the reviewer’s side.
Contact support when the same document is rejected twice with no explanation or the check has clearly stalled.
A deposit that leaves your bank but never reaches the balance
Your banking page shows the payment as completed, yet the casino balance stays unchanged. The money may be sitting in an authorisation hold or the payment may have been sent without the reference that identifies your account.
- Your bank placed a temporary hold before releasing the funds.
- The payment reference was missing or typed incorrectly.
- Two payments were sent in quick succession and the second is still being screened.
- The deposit was made while the identity check was still open.
- The transfer went out from an account in someone else’s name.
- Take a screenshot of the completed payment with its reference number visible.
- Check whether your bank labels the payment as pending rather than settled.
- Note the exact date and the reference so support can trace the transfer.
- Confirm you sent the money to the payment details shown in your own account page.
- Wait for the pending label to clear before sending the payment again.
- Do not repeat the deposit while the first one is still unresolved, because both can post at once.
- Make sure the account you pay from carries the same name as your casino account.
- Finish any open identity check, since a held deposit is released once it clears.
- Send support the screenshot and reference in one message with the amount you sent.
Contact support once your bank marks the payment as settled and the balance still shows nothing.
Declined deposits and withdrawals caused by limits
The screen shows a decline notice even though your account has funds available. Limits and account settings are the usual reasons behind that message.
- The amount you entered sits above the limit set for your account level.
- Your deposit method has its own cap on a single payment.
- A withdrawal request goes beyond what your current balance allows.
- A daily or weekly cap was already used up by earlier payments.
- The payment method itself is restricted for deposits or withdrawals.
- Lower the amount and try a smaller payment to see whether the decline was about size.
- Pick a different payment method that supports the total you have in mind.
- Split a large sum into smaller requests where your method allows it.
- Check whether an earlier payment has used part of your allowance for the period.
- Confirm the withdrawal amount leaves enough behind for any open bonus requirement.
- Clear a pending withdrawal before starting a new one, because only one may run at a time.
- Bring your account level and identity check up to date so higher limits become available.
- Note the exact message shown on the decline screen for the support team.
Contact support when two different payment methods decline the same amount with no clear message.
Welcome bonus and free spins that never appear
You create an account, make a first deposit and open the bonus screen, but the welcome offer or the free spins are missing. A missing code, a payment method outside the offer or an unchecked opt-in usually explains it.
The welcome offer at bitstarzcasino.eu.com/ is tied to the code you enter during registration or on the deposit page. A code typed with a space, a capital letter or a missing character will not match.
- No code was entered, or it was typed with an extra space or a wrong letter.
- The offer was not ticked or selected before the deposit was confirmed.
- The payment method you used is not part of the welcome promotion.
- The deposit landed after the offer window for new accounts had closed.
- A previous account under the same details already claimed the offer.
- Compare the code you typed with the one shown on the bonus screen, character by character.
- Remove any leading or trailing space before you confirm the code.
- Check that the welcome offer was selected at the moment of the deposit.
- Confirm your first deposit was made with a method the promotion accepts.
- Open the bonus section and see whether the offer is listed as active or expired.
- Enter the bitstarz casino bonus code again on the deposit screen if the field is still open.
- Wait for the deposit to show on the balance before you expect the bonus to follow.
- Complete any identity step the bonus terms attach to the offer.
- Send support your code, the deposit reference and a screenshot of the missing bonus.
Contact support when the code is correct, the deposit is settled and the welcome offer still shows nothing.
Quick Reference
The table pairs each problem with its most common cause and the first thing to check.
| Problem | Usual cause | First check |
|---|---|---|
| Identity check stuck or rejected | Blurred, cropped or mismatched document | Name and address match your account exactly |
| Deposit missing from balance | Hold, wrong reference or open identity check | Your bank shows the payment as settled |
| Deposit declined | Amount above your account or method limit | Try a smaller amount |
| Withdrawal declined | Balance or bonus requirement not met | Enough remains after the request |
| Bonus not credited | Missing code or offer not selected | The code was typed with no extra space |
Start with the document check, because an open identity review holds both payments and bonuses. Photograph each document in daylight and send the full page, front and back. For payments, let the pending label clear before you send anything a second time. Repeating a deposit while the first is unresolved can leave two payments on your balance. When you contact support, put the reference number and a screenshot in the same message. That gives the team the one detail they need to trace the payment or the bonus.
Keep your registered name, address and payment account details identical everywhere, and most of these problems never start.
