Many players assume identity checks are a one-time formality that clears by itself, and that wrong belief leaves them staring at a pending review notice for days. The most common cause is a document that is blurred, cropped or shows a different name than the account holds.
Identity verification stuck or documents rejected
The player sees a pending review note with no progress, or a rejection message naming a document that will not pass.
- A photo taken at an angle with glare or shadow across the text
- An expired document submitted by mistake
- A name or address that differs from the registered account details
- Only one side of a two-sided document uploaded
- A file format the upload field does not accept
- Open the verification area of your account and note which document was rejected.
- Lay the document flat on a plain surface in bright, indirect light.
- Photograph the whole document so all four corners appear inside the frame.
- Keep your fingers and any background objects out of the shot.
- Make sure the text is sharp when you zoom in on the image.
- Upload both sides when the document carries information on the reverse.
- Enter your name exactly as it appears on the document, including middle names.
- Match the address on your proof of address to the one in your profile.
- Send a recent document rather than an old copy that has since expired.
- Convert the file to a common image or PDF format before uploading.
- Keep each file small enough for the upload field to accept it.
- Submit one clear document per requirement instead of several partial ones.
- Wait for the review to finish before sending the same document again.
- Check your email, including the spam folder, for a message about the rejection.
- Update your profile details first if the mismatch began there.
- A player working through verification at https://grandmondialca.org can correct the profile and resubmit from the same account area.
- Contact support with the rejection message and a fresh image if the same document fails twice.
Contact support when a document has been rejected twice despite being clear and current, or when the review has not moved after you resubmitted.
Deposit or withdrawal declined over limits
The player sees a decline notice at the payment step, sometimes with a short reason and sometimes with nothing at all.
- The amount sits outside the range the method accepts
- The account has reached a cap tied to the payment method
- Verification is incomplete, which caps what can be moved
- The chosen method does not support withdrawals back to it
- A bonus balance is still active and holds part of the funds
- Note the exact amount you entered and the method you chose.
- Try a smaller amount to see whether size is the trigger.
- Confirm the payment method belongs to you and carries your name.
- Finish any outstanding verification step before retrying.
- Check whether an active bonus is holding the balance you want to withdraw.
- Clear the bonus requirements first if the funds are tied to it.
- Use the same method for withdrawal that you used for the deposit where possible.
- Split a large withdrawal into amounts the method accepts.
- Remove saved payment details and re-enter them if they look outdated.
- Try the transaction on a different connection to rule out a network error.
- Make sure your account balance covers the amount plus any fee shown at the step.
- Watch for a message about a cap on the method rather than the account.
- Keep the decline reference visible for support.
- Retry once after a short pause rather than repeating the same request many times.
- Contact support with the amount, method and decline message if the same limit blocks you again.
Contact support when a decline gives no reason and the amount sits well inside the usual range for your method.
Welcome bonus or free spins not credited
The player sees the deposit land on the balance but no bonus and no spins appear afterwards.
- The bonus code was not entered or was typed with a typo
- The deposit was made before the bonus was claimed
- The offer required a first deposit and this was a later one
- A bonus was already active on the account
- The payment method used does not qualify for the offer
- Open the bonus section and check whether the offer shows as claimed or still available.
- Compare the code you used with the one in the offer, character by character.
- Confirm the deposit that should have triggered the bonus was the qualifying one.
- Check that no other bonus was running when you made the deposit.
- Look at the list of qualifying payment methods for that offer.
- Enter the code on the deposit screen, not after the payment is confirmed.
- Wait for the deposit to show on the balance before expecting the bonus.
- Refresh the page or sign out and back in to pull the updated balance.
- Open the bonus history to see whether the offer was logged and then removed.
- Read the offer description for what the first deposit must be.
- Claim the offer again only if it still shows as available.
- Clear any leftover bonus balance before claiming a new one.
- Keep a screenshot of the offer and your deposit confirmation.
- Contact support with the code, the deposit reference and the screenshot if nothing appears.
Contact support when the code was entered correctly on a qualifying first deposit and no bonus or spins show in the history.
Deposit left the bank but is not on the balance
The player sees the money gone from the bank account while the casino balance stays unchanged.
- The payment is still being processed between the two sides
- The deposit went to an old or closed account
- A declined attempt was retried, so two requests exist
- The method sends funds through an intermediary that adds delay
- The payment was reversed by the bank after leaving
- Check the bank statement for the exact status of the payment.
- Note the reference number attached to the transaction.
- Look at your deposit history in the account for a matching entry.
- Confirm the deposit was sent to the account you are signed into.
- Check whether two requests for the same amount exist.
- Wait for the payment status to change to completed on the bank side.
- Avoid sending the same deposit a second time while the first is unresolved.
- Refresh the balance after signing out and back in.
- Try the account on your phone browser to rule out a cached page on the desktop.
- Keep the bank confirmation and the account deposit history side by side.
- Contact your bank first if the statement shows the payment as reversed.
- Contact support with the reference number if the bank shows the payment as completed.
Contact support when the bank marks the payment as completed and no matching entry appears in your deposit history.
Keep your profile name and address identical to your documents, and finish verification before your first deposit; that single habit prevents most stuck reviews, capped payments and missing bonuses.