A pending withdrawal sitting on the cashier screen, an “under review” label on a bonus screen you were sure you met, or an error code when a game tries to start: in most cases the cause is a routine account or document check that has not finished. The same holds for a deposit that left your bank but never reached your balance, because the payment chain has more links than the screen shows.

Withdrawal stuck in pending status

The cashier shows the request as pending, processing or on hold, and the balance has already been reduced.

• Identity verification is incomplete or a document has expired.
• Bonus playthrough on the bonus screen has not been finished.
• The payout route has not been confirmed for that account.
• An internal review was triggered by a change of payment details.
• A previous request was already processed and this is a duplicate.

1. Open the withdrawal history and note the exact status word shown next to the request.
2. Check the bonus screen for any remaining playthrough tied to the funds you want to withdraw.
3. Finish the remaining playthrough before sending a new request, so the two do not conflict.
4. Confirm that your identity documents were approved, not just uploaded.
5. Make sure the payout route you chose belongs to you and matches your registered details.
6. If you changed payment details recently, expect an extra review before the payout moves.
7. Cancel a duplicate request rather than leaving two open at the same time.
8. Keep your account balance clear of new deposits while the request is pending.
9. Do not start a second withdrawal for the same amount, since that can reset the queue.
10. Sign in through the phone browser rather than reloading the page repeatedly.
11. Note the date and status you saw, which support will ask for.
12. Check that no bonus was claimed after the request was sent, as that can hold it back.
13. Wait for the review to close before sending another request. A payout at Zodiac Casino app moves once every condition on the account is met, so clearing the verification and bonus steps first shortens the wait.
14. Contact support only after the request has stayed in the same pending state through the review window shown on your account, and include the status word and date.

Identity verification rejected or frozen

The verification page shows a rejected document or keeps returning to the upload step without a clear reason.

• The photo is blurred, cropped or shows glare across the text.
• Only one side of a two-sided document was sent.
• The name on the document differs from the registered name.
• The document has expired or is close to its expiry date.
• The file type or size was not accepted by the upload form.

1. Open the verification page and read the rejection note next to each document type.
2. Photograph the document on a flat, dark surface in even daylight.
3. Capture all four corners and keep the whole card or page inside the frame.
4. Send both sides of any document that carries information on the back.
5. Make sure the name and date of birth match your account exactly, including middle names.
6. Use a document that is still valid for a comfortable period.
7. Save the image in a common format and keep the file small enough for the form.
8. Upload one document at a time and wait for each to show as received.
9. Do not send the same document twice while the first copy is still under review.
10. If your address is requested, use a document that shows it in your own name.
11. Keep a copy of everything you sent, with the date.
12. Check the spelling on your account and correct it before uploading again.
13. A proof of address is often needed alongside the identity document, so prepare both together.
14. Contact support if a document is rejected twice with no reason given, and attach the clearest copy you have.

Games and pages that fail on a phone browser

A game loads to a blank screen, spins without starting, or the page freezes partway through on your phone.

• A weak or unstable mobile connection.
• An outdated browser or a blocked script.
• Too many tabs and background processes running.
• A cached version of the page that no longer matches the server.
• A game provider that is temporarily unavailable.

1. Switch from mobile data to Wi-Fi, or the other way round, and reload once.
2. Close every other tab and any apps running in the background.
3. Clear the browser cache and cookies for the site.
4. Update the phone browser to its current version.
5. Turn off any content blocker or private relay for the site.
6. Open the site in a normal browsing window, not a private one.
7. Try a different game from a different provider to see whether the fault is one title or the whole lobby.
8. Restart the phone if several games fail in the same way.
9. Keep the screen awake and avoid switching apps mid-spin.
10. Check that the phone has enough free storage for the browser to work.
11. Note the error text or the point where the game stops.
12. If one game fails while others play, report that title by name.
13. Contact support when the lobby itself will not open on a stable connection, and say which browser and phone you use.

Deposit taken by the bank but missing from the balance

The bank shows the money as gone, while the casino balance and the deposit history show nothing.

• The payment chain is still completing between the bank and the casino.
• The deposit was sent to old payment details saved earlier.
• The transaction is held for a routine account check.
• The payment was made from an account in someone else’s name.
• The page was closed before the confirmation screen appeared.

1. Refresh the balance and the deposit history once, then wait before refreshing again.
2. Take a screenshot of the bank entry showing the amount and reference.
3. Compare the reference on the bank entry with anything shown in your account.
4. Check whether the deposit was made from an account in your own name.
5. Look for an open bonus screen that may be waiting for you to accept the deposit.
6. Do not repeat the deposit, since a second payment can double the amount in transit.
7. Confirm your identity is approved, as held deposits are often released once it is.
8. Keep the confirmation email or receipt from the payment step.
9. Note the exact time the bank recorded the payment.
10. Avoid switching payment routes while the first deposit is unresolved.
11. Check the deposit history again after signing out and back in.
12. If a bonus was attached, confirm the bonus screen shows the deposit as received.
13. Contact the payment provider only after the casino has confirmed it cannot see the payment.
14. Contact support with the screenshot, the time and the reference if the money has not appeared after the review window on your account.

One habit prevents most of these cases: finish identity verification and clear any active bonus before you request a payout, and send only one deposit or withdrawal at a time from a stable connection.