You tap to log in after a short session on your commute, but the screen shows an error or a frozen verification step – the most common cause is an incomplete identity check or a password glitch. The steps below walk you through each problem you might face.

Identity Verification Stuck or Documents Rejected

You upload your ID or proof of address and see a red rejection message or a pending status that never changes. Likely causes include:

• Document photo is blurry or cropped
• File format is not supported (only JPEG or PDF accepted)
• Name on the document does not match your account
• Document is expired
• Proof of address is older than 3 months

What to do:

1. Log in to your account at https://royal-vegas.eu.com/ and go to the profile or verification section.
2. Check the exact reason for rejection in the message or email – it tells you what is wrong.
3. Take a new photo of your document against a dark background with no glare.
4. Crop the image to show the whole document and all four corners.
5. Save the file as a JPEG under 5 MB or as a PDF.
6. If the issue is a name mismatch, update your account details or provide a marriage certificate.
7. For an expired document, obtain a current one and upload it.
8. For proof of address, get a recent utility bill or bank statement dated within 3 months.

If you have done all steps and the status still does not change, contact support with your account email and the document names.

Deposit Left Your Bank but Not on Your Casino Balance

You see the debit in your bank statement, yet the casino balance shows the same amount as before. Likely causes include:

• Bank processing delay that can take several hours
• You used a payment method that is not accepted for deposits
• You entered an incorrect card or account number
• The deposit was blocked by your bank or card issuer
• The casino’s payment processor flagged the transaction for review

What to do:

1. Wait 30 minutes and refresh the casino page – some transactions appear after a short delay.
2. Check your transaction history in the casino cashier; it shows pending, completed, or failed status.
3. If it says pending, no action is needed; the funds will credit once the bank clears the transfer.
4. If it says failed, contact your bank to ask if they blocked the transaction.
5. Verify that the payment method you used is listed as accepted in the cashier page.
6. Try a different payment method if the same one keeps failing.
7. Log out and log back in with your royal vegas login to refresh your session.

If the deposit shows as completed in your bank but is missing from the casino for more than 2 hours, contact support with the transaction ID and your account email.

Welcome Bonus or Free Spins Not Credited

You made your first deposit expecting a bonus or free spins, but the balance shows only your deposited amount. Likely causes include:

• You did not opt in or enter a bonus code during deposit
• The deposit amount is below the minimum required for the bonus
• You used a payment method that is excluded from the promotion
• The bonus is credited automatically but only after the deposit settles
• You already claimed a bonus in the past and are not eligible for a second one

What to do:

1. Read the promotion terms on the offers page to confirm the exact requirements.
2. Check your deposit amount – if it is lower than the stated minimum, add more funds.
3. If a bonus code is required, you must enter it before confirming the deposit; you cannot add it later.
4. Log out and log back in with your RoyalVegas credentials, then check the bonus balance or inbox for free spins.
5. Look in the “My Bonuses” or “Promotions” section of your account to see if the bonus is pending activation.
6. If the bonus was tied to a specific payment method, try a different method on your next deposit.
7. Contact support only after 24 hours have passed and the bonus still has not appeared, providing your deposit date and amount.

If you followed the steps and the bonus is still missing, support can manually add it if you are eligible.

Withdrawal Pending Longer Than Expected

You requested a cashout, but the status remains “pending” for days with no movement. Likely causes include:

• Identity verification (KYC) is still incomplete or under review
• You have active wagering requirements on a bonus that need to be met first
• The withdrawal method you chose has a longer processing window
• Your account balance includes bonus funds that must be forfeited before cashout
• The casino’s finance team processes withdrawals in batches on specific days

What to do:

1. Check if you have any pending KYC documents – complete them as described in the first section.
2. Go to the bonus section and see if you have wagering requirements left; finish them before requesting again.
3. If you used a bonus, read the terms to know if you can withdraw before meeting the playthrough.
4. Switch your withdrawal method to a faster one like e-wallet if available.
5. Cancel the current withdrawal request and resubmit it after confirming all checks are done.
6. Log in via the royal vegas casino app on your phone browser to check the status without cache issues.
7. Wait up to the standard processing time shown in the cashier before worrying.

If the withdrawal is still pending after the stated processing period, contact support with your withdrawal ID and request a status update.

Quick Reference

The table below summarises each problem, its usual cause, and the first check to perform.

Problem	Usual Cause	First Check
Identity verification stuck	Blurry or expired document	Re-take the photo with good lighting
Deposit missing from balance	Bank processing delay	Wait 30 minutes and refresh the page
Bonus not credited	No opt-in or wrong deposit amount	Read the promotion terms
Withdrawal pending	Incomplete KYC or active wagering	Check your verification status

Most missing deposits appear after a short wait; if not, a bank block is often the reason. Identity checks fail most often due to photo quality – retaking it solves the issue. Bonuses require active opt-in and meeting the deposit minimum. Withdrawals stall when wagering is unfinished or KYC is incomplete. Each problem has a simple first check that saves you time. Contact support only after you have tried the steps; they will ask for your account email and a reference number.

Before you play, ensure your account is verified and you have read the promotion terms for your deposit – this prevents four out of five common issues.