Why does Fallsview Casino keep saying my documents are still under review? The usual cause is that the photo is blurred or the address on the bill does not match the account. Why was my deposit or withdrawal declined because of a limit? The player has often hit a cap tied to the account level or the chosen payment route. Why did the welcome bonus or free spins never arrive? A missing bonus code or a stake that does not qualify often blocks the credit. Why is my withdrawal still pending after several days? A second review or an unfinished verification step usually holds it.
Identity verification stuck or documents rejected
The player uploads a passport or bill and the screen keeps showing the same ‘under review’ message or a rejection note.
- The photo is cropped, dark or shows glare on the plastic.
- The name on the document differs from the name on the account.
- The proof of address is older than the period the operator accepts.
- A corner of the document is covered by a finger or a shadow.
- The file is saved in a format the upload tool cannot read.
- Open the profile area and find the document section. Remove any file that was already rejected before you try again.
- Place the document on a flat, well-lit surface. Use the phone camera and keep all four corners inside the frame.
- Check that the full name, the photo and the expiry date are sharp. Retake the picture if any line is unreadable.
- For a bill, use a recent copy that shows the player’s name and full address. Crop nothing; the whole page should be visible.
- Upload one document at a time. Wait for the confirmation message before you add the next file.
- Match the address on the bill to the address saved in the account. Edit the profile first if the two differ.
- Save files as JPG or PDF when the upload tool offers a choice. Avoid screenshots of a screenshot.
- Sign out and sign in again through the phone browser. A stale session can hide the new upload button.
- Look for a separate selfie or liveness step. Complete it in the same session as the document upload.
- Keep the confirmation number or the on-screen receipt. It helps support find the case faster.
- Wait for the review to finish before you upload the same file again. Duplicate files can slow the queue.
- Contact support when a document is rejected twice without a clear reason, or when the review has not moved after a new upload.
Deposit or withdrawal declined because of limits
The player taps confirm and gets a message that the amount is above the limit for the account or the chosen route; fallsviewcasino-ca.org/ applies the same caps to every player.
- The amount is above the single-transaction cap for the account level.
- The player has reached the daily or monthly total for that route.
- The payment route has its own cap that is lower than the casino limit.
- The account is new and still on a lower limit tier.
- A pending withdrawal is holding part of the balance, so the new request exceeds the remaining room.
- Read the exact message on screen. It often names the limit type: single, daily or monthly.
- Lower the amount to a figure below the cap shown in the message and submit again.
- Split a large request into smaller parts only if the rules for the account allow more than one request in the same period.
- Switch to another payment route that supports the amount the player needs.
- Finish any open withdrawal first. A pending request can block a new one.
- Complete identity verification if the account is still unverified. Limits often stay low until that step is done.
- Check the account level area. A higher tier may raise the caps after the required activity.
- Use the phone browser on a stable connection. A dropped session can send a wrong amount.
- Write down the reference of the declined request before you try again.
- Wait for the first request to clear before you repeat the same amount on the same route.
- Avoid retrying many times in a row. Repeated declines can pause the payment option for the account.
- Contact support when the amount is clearly below the stated cap and the decline continues, or when a limit change is needed.
Welcome bonus or free spins not credited
The player finishes the first deposit and the bonus balance or the free spins counter stays at zero.
- No bonus code was entered, or the code had a typo.
- The deposit was made before the bonus was selected in the cashier.
- The payment route used does not qualify for the offer.
- The first deposit was smaller than the minimum the offer requires.
- The player already claimed a welcome offer on an earlier account.
- Open the bonus history in the account. It shows whether the offer is active, used or missing.
- Compare the deposit amount with the minimum stated for the offer. A smaller amount does not trigger the credit.
- Check that the bonus code was typed in the bonus field, not in a comment or a notes box.
- Confirm that the payment route used is one the offer accepts. Some routes are excluded from bonus credit.
- Look at the free spins section. Spins may sit there as a separate claim instead of appearing in the balance.
- Finish identity verification if the account is new. Some credits wait for that step.
- Sign out and back in through the phone browser to refresh the balance display.
- Take a screenshot of the deposit receipt and the bonus history page.
- Claim the offer again only if the history shows it was never activated; a second claim on a used offer is rejected.
- Play fallsview casino online only after the bonus balance appears, so the first stakes count toward the offer.
- Avoid mixing real money and bonus money before the credit lands. It can confuse the display.
- Contact support when the history shows no record of the offer after a qualifying deposit, or when the code is refused without a reason.
Withdrawal pending longer than expected
The player sees ‘pending’ or ‘processing’ on the withdrawal and the money has not left the account.
- A second review was opened after the first approval.
- Identity verification is incomplete or a document expired.
- The withdrawal amount is above the cap for the chosen route.
- A bonus is still active and its conditions are not yet met.
- The payment details on file do not match the account name.
- Open the transaction history and note the status and the reference of the request.
- Check the verification area for any open document request. Finish it before you do anything else.
- Confirm that the payment details belong to the same person as the account. A name mismatch usually stops the payout.
- See whether a bonus is still active. A withdrawal can wait until the offer’s play conditions are met.
- Compare the amount with the cap for the route. A request above the cap goes back for review.
- Cancel and resubmit only if the status allows it; a resubmission sends the request to the back of the queue.
- Use the phone browser to check the status again after signing out and in.
- Keep the reference number and any screenshots of the status page.
- Avoid sending the same request twice through support. Duplicate tickets slow the case.
- Wait for the stated review window to pass before you raise the case.
- Reply to any support message with the document or detail requested, in one message.
- Contact support when the status has not changed after the review window and all documents are approved.
Most of these problems start with a profile detail that does not match a document or a payment route, so keep the name, address and payment details aligned and current before you deposit or request a payout.
