Mystake Casino problems: missing bonus, deposit, KYC and loading fixes

You see a message that the bonus code is invalid even though you typed it exactly as shown, and the cause is usually a leading or trailing space. A code copied from a page often carries a hidden character that the form does not accept.

Welcome bonus or free spins missing after signup

You finish registration, enter the mystake bonus code, but the balance stays empty and no free spins appear. The code may have expired or already be tied to another account.

• The code was copied with an extra space or hidden character at the start.
• The code was entered after a deposit had already been made.
• The same code or welcome offer was already used on another account.
• The account details do not match the payment details used for the deposit.
• The bonus section was not activated in the account before depositing.

1. Retype the code by hand instead of pasting it, to remove any hidden spaces.
2. Open the bonus section of your account and check that a welcome offer is shown as available.
3. Confirm that your first deposit was made after you entered the code, not before.
4. Use only the code shown for mystakecasino.gb.net/ at the moment you register.
5. Make sure the name on your account matches the name on the payment method you used.
6. Log out and log back in so the bonus area refreshes.
7. Check that no other code is already active on your account.

Contact support when the code is confirmed valid for your account but no bonus or spins appear after a fresh login.

Deposit taken by the bank but missing from the balance

Your bank shows the payment as completed, yet the casino balance has not changed. The most common cause is a pending payment that the casino has not received yet.

• The payment is still marked as pending by your bank.
• The deposit was sent to a different account or with a different payment reference.
• The payment method used is not supported for deposits on the account.
• The deposit triggered a manual review because the amount or pattern looked unusual.
• A previous deposit was reversed and the new one is tied up in that correction.

1. Open the transaction history in your casino account and look for the deposit with a pending status.
2. Check your bank statement to see whether the amount shows as pending or completed.
3. Write down the date, amount and any reference number shown by the bank.
4. Give the payment a short while to clear, since banks and casino systems do not always update at the same moment.
5. Try a small test deposit with the same method to see whether it appears on the balance.
6. Note the exact time of the missing deposit so support can match it.

Contact support with the bank reference when the payment is completed at your bank but still absent from the casino balance after a fresh login.

Identity verification stuck or documents rejected

The verification page stays on pending or shows your document as rejected without a clear reason. Blurred edges, glare on the photo and mismatched names are the usual triggers.

• The photo of the document is blurry, cropped or covered by glare.
• The name or address on the document does not match the account details.
• The document has expired or the back side is missing.
• A selfie was taken in poor light or with the face partly hidden.
• The document type sent is not the one the casino accepts for your country.

1. Take new photos in daylight, with the whole document visible and all four corners inside the frame.
2. Photograph both sides of an identity card and keep the text sharp.
3. Enter your name and address exactly as they appear on the document, including middle names.
4. For a selfie, hold the document next to your face and keep your eyes visible.
5. Upload each document in the correct field instead of mixing them in one file.
6. Send files in a common format so the review team can open them.
7. Wait for a new review before uploading the same rejected file again.

Contact support when a clear, complete document is rejected twice without an explanation, or when the verification status does not change after a new upload.

Phone browser cannot load the site or games

The page opens but spins forever, or the game screen stays black on your phone. An outdated browser or a weak connection is the most common reason.

• The phone browser is an old version that does not support the game page.
• A browser extension or ad blocker is blocking parts of the page.
• The connection drops when the phone switches between Wi-Fi and mobile data.
• Too many tabs or background apps are using the phone memory.
• The game provider is having a temporary outage.

1. Update the browser on your phone to the latest version available for your device.
2. Open the site in a private or incognito tab to test without extensions.
3. Disable ad blockers for the casino page and reload it.
4. Switch to a stable Wi-Fi network and keep the phone in one place while the game loads.
5. Close unused tabs and background apps, then reopen the browser.
6. Clear the browser cache and cookies, then sign in again.

Contact support when the site fails to load on more than one browser and on a different network, with a screenshot of the error.

Keep a single account with accurate personal details and your most reliable payment method, and most of these problems never appear.