A deposit that shows as completed at your bank but leaves your balance unchanged is the most common complaint players bring to support. In most cases the payment simply has not been matched to your account yet, and the cause sits either in the reference field you filled in or in the pending state of the transfer itself.
Games that will not load in the phone browser
The lobby opens, but a game stays on a blank screen, a spinning wheel or a repeated error message, and nothing you tap brings it back.
- A weak or unstable mobile connection that drops partway through loading a game.
- Cached data and cookies from an earlier session that no longer match the current site.
- Background tabs and other open pages eating the phone’s memory.
- An outdated browser version that cannot run the game’s script.
- An ad blocker or privacy extension blocking the game files.
- Switch from Wi-Fi to mobile data, or the other way round, and reload the page.
- Close every other tab in the browser before you open the game again.
- Clear the browser cache and cookies for the site, then sign in anew.
- Restart the phone so the browser starts with a clean memory.
- Turn off ad blockers and privacy extensions for the session.
- Update the browser to its latest version through the store you normally use.
- Try a different browser on the same phone, since engine differences matter here.
- Disable any data-saving or lite mode, which often strips scripts from pages.
- Free storage space on the phone if it is nearly full.
- Turn off a VPN or proxy for the session, as they can break game connections.
- Check whether other websites load at normal speed on the same connection.
- Load the lobby first and open the game from there rather than from a direct link.
- Wait a short while, as a game provider may be updating the title.
- Try another game from the same provider to see whether the fault is wider.
- Repeat the load once the phone has cooled down if it was hot to the touch.
- Contact support if every game fails on several browsers and connections.
Contact support when the failure is repeatable across browsers, connections and games, and note the game name and error text you saw.
A deposit that left the bank but is missing from the balance
Your banking page shows the money gone, while the balance in your player account still shows the old figure.
- The transfer is still being processed between the banks and has not reached the account yet.
- The reference or player ID was missing or mistyped, so the payment could not be matched.
- The payment came from a bank account or card that is not in your name.
- You sent the money twice after the first screen seemed to fail.
- The payment method itself is slow to settle on the provider’s side.
- Refresh the balance in a new browser tab before you do anything else.
- Sign out and back in so the page requests a fresh balance.
- Open your banking page and copy the exact time and reference of the transfer.
- Compare the amount you sent with the amount shown on the deposit screen.
- Check the deposit history inside your account for a pending entry.
- Keep a screenshot of the bank confirmation in case you need it later.
- Wait for the pending entry to clear before sending anything again.
- Avoid repeating the deposit, since a double payment complicates the match.
- Confirm that the name on the paying card or account matches your account name.
- Note the method you used, because each one settles at a different pace.
- Raise the issue with support and attach the bank confirmation you saved.
- Give support the reference, amount and time of the transfer in one message.
- Do not open a second ticket while the first one is being handled.
- Reply to any request from the team with the additional proof they ask for.
- Watch your balance after the entry moves from pending to completed.
- Contact support again only if the bank confirms completion and the balance stays the same; players on Casino Mate can ask the team directly, and https://casinomate.de.com/ handles these payment traces.
Contact support as soon as the bank marks the transfer as completed but no entry appears in your account history, and send the confirmation with it.
Login blocked or the account locked after failed attempts
The sign-in form returns an error, or a message states that the account is locked after several wrong attempts.
- A wrong password from a recent change or a manager autofill filling old data.
- A mistyped email address or username in the login field.
- The lock that follows repeated failed attempts, which is a safety measure.
- An expired session caused by clearing browser data or a long pause.
- A password reset link that has run out of time before you used it.
- Type the password by hand instead of letting the autofill fill it in.
- Check that the email address has no spaces and no missing characters.
- Turn on the show-password eye to see what is actually being sent.
- Confirm the capital letters and symbols match what you set.
- Stop retrying after a few failures so the lock does not extend.
- Use the password reset option on the login page.
- Open the reset message in the same browser you use for the site.
- Request a new reset link if the old one expired.
- Choose a new password that you have not used elsewhere.
- Close all tabs after the reset and sign in from a single page.
- Clear saved passwords in the browser if it keeps filling the old one.
- Try a private browsing window to rule out stored session data.
- Sign in with the exact username or email you registered under.
- Disconnect any VPN that changes your apparent location between attempts.
- Check your email spam folder for messages from the site.
- Contact support if the lock message persists after a successful password reset.
- Send a short note naming the account and the exact error text on screen.
Contact support when the lock survives a password reset, or when no reset message arrives at an address you know is correct.
Identity verification stuck or rejected documents
The verification screen still shows a pending status, or a document you uploaded comes back marked as rejected with no clear reason.
- Photos that are blurred, cropped or reflect light across the printed details.
- A document that is expired or shows a corner cut off from the frame.
- A name or address that does not match the details on your account.
- One side of an ID uploaded where both sides were needed.
- A file in a format the upload form does not accept.
- Read the rejection note attached to the document and address exactly that point.
- Place the document flat on a plain surface in bright, indirect light.
- Capture all four edges of the document without cropping it.
- Check that every number and date is sharp when you zoom in.
- Upload both sides of an ID if it has information on the reverse.
- Use a proof of address that shows your name and full address clearly.
- Make sure the name on the document matches your account spelling exactly.
- Convert the file to a common format if the form refuses your original.
- Keep each file under the size the form accepts.
- Send one document per field rather than combining them into one image.
- Take new photos instead of reusing images from an old message.
- Remove any covering, case or sleeve from the card or document.
- Re-submit only the document that failed, not the whole set.
- Note the date of your submission so you can follow its progress.
- Do not upload a new version while an old one is still in review.
- Contact support if the status does not move after you fixed the flagged issue.
- Send the case with the document type and the text of the rejection note.
Contact support when a corrected document is rejected again without an explanation you can act on.
Keep the name on your payment methods, your account and your documents identical, and most of these problems never reach support at all.