Many players assume a casino account opens ready to use, but an unfinished identity check can leave the cashier frozen and show a pending review message on screen. The most common cause is a document that is expired, cropped or does not match the name on the account.
Stuck identity checks and rejected documents
The player sees a pending review notice or a rejection message on the verification page and cannot move funds. Casino de Montréal asks for a clear photo of each document, and a poor scan is the usual reason a check stalls.
- The photo is blurry, cropped or shows glare on the text.
- The document has expired or the details do not match the account name.
- A proof of address shows a different name or an old address.
- The file format or size is not accepted by the upload form.
- Only one side of a two-sided document was sent.
- Open the account profile and find the verification section.
- Compare the name on the account with the name on each document.
- Take a new photo in daylight with all four corners visible.
- Keep the document flat and avoid shadows or reflections.
- Upload the front and the back when the document has two sides.
- Use a proof of address that shows the same name and current address.
- Choose a file type and size that the upload form accepts.
- Submit each document once and wait for the review status to change.
- Do not send the same file again while a review is open.
- Remove any password or cover from the file before sending.
- Check that the account email is correct for review updates.
- Keep the original documents until the check is complete.
- If a document is rejected, note the stated reason before resending.
- Replace only the rejected document, not the whole set.
- Contact support when a correct document is rejected twice.
Contact support only after you have sent a clear, valid document and the rejection repeats.
Cannot log in or account locked after failed attempts
The player types the password and sees an error or a locked account notice instead of the lobby. A saved old password or too many wrong tries is the usual cause, and the lock is a safety step.
- The password was changed and the browser still fills the old one.
- Caps lock or a keyboard layout changes the typed characters.
- Too many failed attempts triggered a temporary lock.
- The email address has a typo or a different alias.
- The account is blocked pending a security review.
- Type the password by hand instead of using autofill.
- Check caps lock and the keyboard language before trying again.
- Use the password reset link sent to the account email.
- Open the email on the same device you use to play.
- Follow the reset link once and set a new password.
- Choose a password you have not used on this account before.
- Clear the browser cache and saved passwords for the site.
- Try a private window to rule out an old saved login.
- Wait for the temporary lock to clear before another attempt.
- Do not keep retrying while the lock notice is shown.
- Confirm the email address matches the one on the account.
- Check the spam folder for the reset message.
- Try a different browser if the reset page does not load.
- Note the exact error text for the support message.
- Contact support when the reset email never arrives or the lock stays.
Contact support when the lock does not clear after the stated wait or no reset email arrives.
Deposit left the bank but is not on the balance
The player sees the bank debit but the casino balance stays the same, often with a pending status. A deposit made during an incomplete identity check is the most common cause.
- The identity check is still open, so the funds are held.
- The payment was sent but the casino has not received the confirmation.
- The deposit went to an old or wrong account reference.
- The bank placed the payment on hold for a security check.
- The payment was made from a method not in the player’s name.
- Note the amount, the time and the reference of the deposit.
- Open the transaction history in the account.
- Check whether the deposit shows as pending or failed.
- Confirm the identity check is complete and approved.
- Make sure the payment method is in your own name.
- Check the bank statement for a hold rather than a completed debit.
- Do not send a second deposit while the first is pending.
- Wait for the pending status to resolve before acting.
- Keep a screenshot of the bank debit and the casino history.
- Compare the reference number in both records.
- Remove any saved payment details that belong to another person.
- Finish any open verification request on the account.
- Use the same currency and account for future deposits.
- Send the reference and screenshots to support in one message.
- Contact support when the debit is complete and the balance stays unchanged.
Contact support when the bank shows a completed debit and the casino history shows nothing after the waiting period.
Welcome bonus or free spins missing
The player expects the welcome bonus or free spins after the first deposit but sees the plain balance. A missing bonus code or a deposit below the stated minimum is the usual cause.
- The bonus code was not entered during the deposit.
- The deposit was below the minimum for the offer.
- The offer was already used on an earlier account.
- The bonus was credited but sits in a separate bonus balance.
- The deposit was made before the account was verified.
- Open the bonus section and check for an active or expired offer.
- Look for a separate bonus balance next to the cash balance.
- Confirm the deposit met the minimum for the welcome offer.
- Enter the bonus code again only if the offer allows a retry.
- Check that this is the first deposit on the account.
- Make sure the account was verified before the deposit.
- Review the list of games that count toward the offer.
- Check whether the free spins sit in a games-specific wallet.
- Note the date and amount of the qualifying deposit.
- Do not make a second deposit hoping to trigger the same offer.
- Look for a message in the account inbox about the bonus.
- Keep the deposit reference ready for support.
- Check that the offer was not already claimed on another account.
- Confirm the bonus is not tied to a different currency.
- Contact support when a qualifying first deposit shows no bonus.
Contact support when a first deposit meets the offer conditions and no bonus or free spins appear.
Finish the identity check before your first deposit, because a verified account prevents most login, deposit and bonus problems at Casino de Montréal.
