Why is my withdrawal frozen with a message that my documents are still under review? In most cases the identity check is stuck because a photo is unclear or the details on it do not match the account. Why do the games keep freezing on my phone? The browser is usually holding old data or the connection is too weak for the lobby to finish loading. Why was my bonus not credited after my first deposit? The qualifying deposit or the opt-in step was missed. Why can I not sign in and see that my account is locked? Too many wrong password attempts normally trigger the lock.
Identity verification stuck or documents rejected
The player uploads a passport or bill and the status stays on pending, or the file comes back marked as rejected with no clear reason. Poor photo quality is the most frequent cause.
- The photo is blurred, cropped or taken at an angle, so the text cannot be read.
- A corner of the document is covered by a finger, a shadow or a reflection.
- The name, date of birth or address on the document differs from the account details.
- The proof of address is older than the operator accepts or shows a different address.
- The file format or size is outside what the upload form takes.
- Lay the document flat on a plain surface in good light before you photograph it.
- Fit the whole document inside the frame, including all four corners.
- Keep your fingers and any shadows off the text and the photo page.
- Use the original document, not a photocopy or a screenshot of one.
- Check that the name matches the one on the account exactly, including middle names.
- Confirm that the address on the bill is the address saved in your profile.
- Upload each document in the format the form accepts.
- Send one clear copy rather than several versions of the same file.
- Wait for the review to finish before you upload again, since a second file can restart the check.
- Keep the original documents until the account is fully verified.
- If a document is rejected, compare the rejection note with the file you sent.
- Replace only the document that failed, not the whole set.
- Make sure your profile details are saved before you resend anything.
- Use the same name on any payment method you register later.
- Contact support when a clear, correct document is rejected more than once or the check stays pending long after you uploaded it.
Site and games not loading on a phone
The lobby opens but spins on a blank screen, or a game stops halfway through loading in the phone browser.
- Cached data and cookies from an earlier visit conflict with the current page.
- The mobile connection is weak or keeps switching between networks.
- A browser version is out of date and cannot run the game software.
- An ad blocker, privacy extension or battery saver interrupts the page.
- Too many tabs or background apps are using the phone’s memory.
- Close the tab, reopen the browser and load the site again.
- Clear the browser cache and cookies for the site.
- Reload the page and sign in once more.
- Switch from mobile data to Wi-Fi, or the other way round, and test again.
- Move closer to the router if the signal is weak.
- Update the phone browser to its latest version.
- Turn off ad blockers and privacy extensions for this site.
- Disable battery saver while you play.
- Close other tabs and apps to free memory.
- Open one game at a time instead of several.
- Try a different browser on the same phone to see whether the problem follows the browser.
- Restart the phone and load the site again.
- Check that the phone’s system software is current.
- Avoid opening the site through a link inside a social media or messaging app.
- Type the address directly into the browser bar instead.
- Contact support when the site fails to load on several browsers and networks, because the fault is then likely on the operator’s side.
Welcome bonus or free spins missing after deposit
The player makes a first deposit and the balance shows only the deposit, with no bonus and no free spins added. A missing opt-in is the usual cause.
- The bonus was never selected or activated before the deposit was sent.
- The deposit was below the minimum the offer requires.
- The payment method used is excluded from the promotion.
- A earlier account already claimed the same welcome offer.
- The bonus code was typed with a mistake or left empty.
- Open the promotions area and check whether the offer shows as active on your account.
- Confirm that you entered the bonus code correctly before the deposit.
- Compare the deposit amount with the minimum the offer states.
- Check that the payment method you used is allowed for the promotion.
- Look at your bonus history to see whether the offer was credited and then removed.
- Confirm that this is your first deposit on the account.
- Make sure no other bonus was active at the same time, since offers often cannot be combined.
- If the deposit went in without the offer selected, stop playing the funds for now.
- Gather the deposit confirmation from your payment method.
- Note the time of the deposit and the amount you sent.
- Wait for the credit to appear, as some offers are added after the deposit is confirmed.
- Contact support with the deposit reference if nothing appears.
- Keep the reply from support in case you need to follow up.
- Do not make a second deposit expecting the same welcome offer, as it is normally limited to one per player.
- Avoid sending a new deposit until support confirms how the missing offer will be handled at https://www.ca-betway.org/.
Login failure or account locked after wrong attempts
The sign-in form returns an error, or a message says the account is locked and the password no longer works.
- The password was typed with the wrong keyboard language or case.
- Too many failed attempts triggered a temporary lock.
- The username or email saved in the browser autofill is out of date.
- The account is already signed in on another device.
- A password reset was started but never finished.
- Type the password by hand instead of relying on autofill.
- Check the keyboard language and whether caps lock is on.
- Try the email address you registered with rather than a username.
- Stop after a failed attempt instead of retrying in a loop, as each failure can extend the lock.
- Use the password reset option and follow the instructions sent to your email.
- Open the reset link on the same device you use to sign in.
- Choose a new password you have not used on the account before.
- Sign out on any other device where the account may still be open.
- Close the browser, reopen it and sign in once with the new password.
- If the reset email does not arrive, check the spam folder before requesting another.
- Make sure the email address on the account is one you can still access.
- Do not create a second account to get around the lock.
- Wait for the temporary lock to expire if the message mentions a delay.
- Keep a note of the error message you see, word for word.
- Contact support when the reset does not work or the account stays locked, and include that error message.
Keep your profile details and document photos correct and up to date from the start, and most of these blocks never appear.