Why is my bitstarz account locked and my documents rejected? Most often the account is locked after too many failed login attempts, while rejected documents are usually blurred, expired or show a different name than the account.
Identity verification stuck or documents rejected
Players see a pending or rejected status on the verification screen, and the cashier stays locked until the check passes.
- The photo is blurred, cropped or has a glare across the text.
- The document has expired or is a photocopy rather than the original.
- The name or address on the document differs from the account details.
- Only part of a multi-page document was uploaded.
- A proof of address shows an old address or is older than the operator accepts.
- Open the profile section and find the verification page.
- Note which document type was rejected and the reason shown beside it.
- Take a new photo in daylight with the whole document in the frame.
- Keep all four corners visible and avoid shadows or fingerprints on the lens.
- Use the original document, not a scan of a scan.
- Upload the file in the format the upload box accepts.
- If the name differs, add a legal name-change document to the same request.
- For proof of address, use a document that shows your full name and current address.
- Upload each page of a multi-page document as a separate file.
- Submit the new files and leave the verification page without resubmitting.
- Wait for the review to finish before uploading again.
- Do not send the same document through several channels at once.
- Keep the files on your phone so you can replace a rejected one quickly.
- If the status stays rejected after a clear, complete upload, contact support once with the reference number and the new files attached.
Contact support when a complete, clear document has been rejected more than once with no stated reason.
Login fails or the account is locked after failed attempts
The player types the password and sees an error, or a lock notice appears after several wrong tries.
- Caps lock is on or the keyboard is set to another language.
- An old password is saved in the browser or password manager.
- Too many wrong attempts triggered a temporary lock.
- The email address was typed with a typo or the wrong domain.
- A password reset link expired before it was used.
- Retype the email address by hand instead of using autofill.
- Check the keyboard language and caps lock before entering the password.
- Clear the saved login for www.bitstarzcasino.eu.com in your browser or password manager.
- Use the password reset option and open the newest email only.
- Set a new password you have not used on this account before.
- Repeat the new password exactly in the confirmation field.
- If a lock notice appears, stop trying and let the temporary lock expire.
- Turn off any VPN or proxy before the next attempt.
- Try a private browser window to rule out stored cookies.
- On a phone, open the site in the browser rather than a saved home-screen shortcut.
- If the reset email does not arrive, check the spam and promotions folders.
- Make sure the reset link is opened in the same browser where the request started.
- If the account stays locked after the lock period, contact support with the email on the account.
- Never share your password or a login code with anyone who offers to unlock the account.
Contact support when the lock remains after the stated period or the reset email never arrives.
A withdrawal stays pending longer than expected
The player sees a pending status on the withdrawal while the balance is already deducted.
- Verification was not finished before the request was made.
- Bonus funds are still tied to playthrough conditions.
- The payout method details do not match the account name.
- A recent password or email change put a hold on payouts.
- The request was split or sent again while the first one was still pending.
- Open the transaction history and confirm the exact status of the request.
- Finish any open verification step shown in the profile.
- Check that the bonus connected to the balance has met its play conditions.
- Confirm the payout details show the same name as the account.
- Cancel any duplicate request so only one payout is pending.
- Complete any open bonus rounds before requesting again.
- Allow the review to finish without sending a second request.
- Keep the confirmation of the request in case support asks for it.
- If the request was cancelled, place a new one after the balance is restored.
- Avoid changing payment details while a payout is pending.
- Review the account messages for a request for extra documents.
- Reply to that request once with the complete file.
- If the status has not moved after the stated review period, contact support with the transaction reference.
- Keep the payout method active so the funds can be sent.
Contact support when the request is still pending well past the stated review period or the balance was deducted without a visible request.
Welcome bonus or free spins not credited
The player finishes the sign-up or deposit and the bonus balance or spin counter stays empty.
- The bonus code was typed with an extra space or the wrong case.
- The deposit was made before the code was entered.
- The payment method used does not qualify for the offer.
- The player already claimed a welcome offer on the same account or device.
- The offer was claimed but the minimum deposit condition was not met.
- Open the bonus section and look for the offer status and any code shown there.
- Compare the code you entered with the one in the offer, character by character.
- If you have not entered a bonus code bitstarz offers, add it in the bonus field before the next deposit.
- Make a new qualifying deposit only after the code is saved.
- Check that the payment method you used is allowed for the offer.
- Confirm the deposit was at least the minimum the offer requires.
- Finish the registration before the deposit so the offer is linked to the account.
- If spins are missing, open the game named in the offer to activate them.
- Avoid using a second account or device, because the offer is limited to one per player.
- Read the play conditions for the bonus so you know what counts toward them.
- If the bonus shows as claimed but empty, log out and back in to refresh the balance.
- Keep the deposit confirmation ready when you contact support.
- If the code is still refused after a clean entry, contact support with the deposit reference.
- Do not spend the cash balance until the bonus status is clear.
Contact support when a qualifying deposit made with a valid code leaves the bonus missing after the balance refreshes.
Keep your name, address and payment details identical across the account and documents, and enter any bonus code before you deposit; that single habit prevents most verification, payout and bonus problems.
