On your commute you open the casino on your phone and the balance still shows the deposit you made at the bank. In most cases the payment is waiting in the cashier’s pending queue because the confirmation from your bank has not reached the casino yet.

Deposit taken by the bank but not credited to your casino balance

You see the money leave your bank account but the casino balance stays the same. The most common causes are a pending payment confirmation, a failed transfer that the bank has not reversed, a deposit made to a different account, a bonus condition that holds the funds, or a browser session that lost the cashier response.

• The bank has not yet sent the final confirmation to the casino.
• The payment was declined after leaving your account and will be returned.
• You used a different currency or account than the one linked to your casino profile.
• A bonus condition requires the deposit to be claimed manually before it appears.
• The cashier window closed before the confirmation arrived.

1. Stay on the cashier screen until you see a confirmation message and note the reference number.
2. Close the cashier and reopen the balance page after a short wait to see if the amount appears.
3. Open your online banking and confirm the transaction status is completed, not pending.
4. Compare the last four digits of the account you paid from with the one saved in your casino profile.
5. If a bonus was part of the deposit, open the bonus section and check whether it needs a manual claim.
6. Take a screenshot of the bank transaction and the cashier reference for your records.
7. Log out of Casino Rama bonus and sign in again to refresh your session and balance.
8. Try a different browser or the phone browser to rule out a session error.
9. Check that no pop-up blocker is stopping the cashier confirmation window.
10. If the balance still does not update, use the live chat and send the reference number and screenshot.
11. Ask the support agent to confirm whether the payment is in the pending queue.
12. Do not send a second deposit until support confirms the first one is not being processed.

Contact support when the bank shows a completed payment and the casino balance has not changed after you have refreshed and logged in again.

Identity verification stuck or documents rejected

You upload your ID and the status stays on pending or comes back rejected without a clear reason. Common causes include a blurred photo, an expired document, a name that does not match the casino profile, a missing back side of the ID, or a file that is too large for the upload form.

• The photo is out of focus or the corners of the document are cut off.
• The ID or passport has passed its expiry date.
• The name on the document differs from the name on the casino account.
• Only one side of a two-sided document was uploaded.
• The file format or size is not accepted by the upload tool.

1. Take a new photo in daylight with the whole document visible and no glare.
2. Check the expiry date and use a different document if it has expired.
3. Make sure the name matches exactly, including middle names and accents.
4. Upload both the front and the back of the ID if the document has two sides.
5. Use a common file type such as JPG or PDF and keep the file size within the upload limit.
6. Submit the documents one at a time and wait for the status to change before adding more.
7. If the rejection message names a specific problem, correct only that issue and resubmit.
8. Do not open multiple verification requests; one clear submission is easier to review.
9. Sign in to the Rama casino login page and open the verification section to see the current status.
10. If the status shows pending after you have submitted clear documents, wait for the review to finish.
11. When a rejection repeats without explanation, contact support and ask which document is missing or unclear.
12. Keep a copy of every document you send in case you need to refer to it later.

Contact support when your documents are clear and valid but the status has been stuck for a long time without any change.

Withdrawal pending longer than expected

You request a withdrawal and the status stays on pending while the balance is already reduced. Likely causes are an incomplete identity check, a bonus condition still active, a withdrawal method that does not match the deposit method, a security review on the account, or a request made during a busy period.

• Identity verification has not been completed.
• A bonus condition still requires play before the withdrawal can be released.
• The withdrawal method differs from the one used for deposits.
• The account is under a routine security review.
• There is a high volume of requests at the time you submitted yours.

1. Open the withdrawal history and note the status and reference number of the request.
2. Check that your identity verification is complete and approved.
3. Open the bonus section and confirm no active bonus condition is holding the funds.
4. Make sure the withdrawal method matches the deposit method used on the account.
5. Look for any message from the casino asking for extra documents or information.
6. Respond to any such request promptly and with clear documents.
7. Do not cancel and resubmit the withdrawal, as this can restart the review.
8. Avoid making new deposits or bonus claims while the withdrawal is pending.
9. Sign in to the Casino Rama app and open the withdrawal page to see if the status has changed.
10. If the status stays pending without any message, contact support with the reference number.
11. Ask support to confirm whether the request is waiting on verification or on a security check.
12. Keep a screenshot of the pending status for your records until it is resolved.

Contact support when the withdrawal remains pending after verification is approved and no bonus condition applies.

Site or games not loading properly on a phone

You open the site on your phone and the lobby, games or cashier screen fail to load or freeze. Common causes are a weak mobile connection, a full browser cache, an outdated browser version, a pop-up blocker, or too many tabs open in the background.

• The mobile signal or Wi-Fi is unstable.
• The browser cache and cookies are full or corrupted.
• The browser is an old version that does not support the page scripts.
• A pop-up blocker or ad blocker is stopping game windows.
• Too many background tabs are using the phone’s memory.

1. Switch between Wi-Fi and mobile data to see if the connection is the problem.
2. Close all other tabs and apps running in the background.
3. Clear the browser cache and cookies, then reload the page.
4. Update your phone browser to the latest version available.
5. Turn off pop-up blockers or allow them for the casino site.
6. Try opening the site in a private or incognito window to rule out stored data.
7. Disable any ad-blocking extension or app that may affect the page.
8. Restart your phone to free memory and refresh the network connection.
9. Use the phone browser rather than an in-app browser from a social media app.
10. If a single game fails, try a different game to see if the issue is specific to one title.
11. When the lobby loads but games do not, contact support and name the game that fails.
12. Note any error message on screen and send it to support with your phone model and browser version.

Contact support when the site fails to load on a stable connection after you have cleared the cache and tried a different browser.

Quick Reference

The table below lists each problem with its usual cause and the first check to perform.

A missing deposit is usually a waiting confirmation rather than a lost payment. For verification, a clear and valid document prevents most rejections. Withdrawals stall most often when identity checks are incomplete. Mobile problems clear up with a fresh browser session and a stable connection. Bonus offers sometimes need to be claimed manually before they affect the balance. Keeping reference numbers and screenshots makes any support conversation shorter.

Before you deposit or request a withdrawal, take a screenshot of the confirmation screen and keep it until the balance or status updates, because that single record resolves most of these problems without a support ticket.