You open Fallsview on your phone during the commute and the login screen keeps returning an error after you tap sign in. That symptom most often comes from a mismatch between the details on your account and the ones stored by your bank or identity document.
Identity verification is stuck or documents are rejected
The player uploads a document and sees the status remain pending or receive a rejection notice without a clear reason.
- The photo is blurry or the edges of the document are cut off.
- The name on the document does not match the name on the casino account.
- The document has expired or shows an old address.
- A proof of address shows a different name than the account holder.
- The file format or size falls outside what the upload form accepts.
- Take a new photo in daylight with the whole document visible and no glare.
- Place the document on a dark, flat surface so all four corners stand out.
- Type your name exactly as it appears on the document, including middle names.
- Use a document that is currently valid and shows your full name.
- For proof of address, use a recent bill or statement that carries your name and address.
- Upload each file separately instead of combining pages into one image.
- Save files as a common image or PDF format and keep the size modest.
- Wait for the review to finish before uploading the same document again.
- If a document is rejected, read the rejection note and fix only the stated issue.
- Submit a different document type if the same one is rejected twice.
Contact support when a document has been rejected twice without a clear reason or the review has not moved for several days.
A withdrawal stays pending longer than expected
The player requests a withdrawal and the cashier shows the payment as pending while the balance does not change.
- The identity verification has not been completed yet.
- A bonus attached to the deposit has not been fully played through.
- The withdrawal amount is below or above what the chosen method allows.
- The bank account or payment account name differs from the casino account name.
- A security review is running on the account because of unusual activity.
- Open the cashier and confirm the withdrawal is listed as pending, not cancelled.
- Complete any outstanding identity verification before expecting the payment to move.
- Check that any active bonus has met its playthrough requirement.
- Confirm that the payment details on file match your name exactly.
- Make sure you have not requested a second withdrawal while the first is pending.
- Review your account messages for a request for extra documents.
- Respond to any document request with clear, current files.
- Confirm that your payment method supports withdrawals, not only deposits.
- Split a large withdrawal into smaller requests only if the cashier allows it.
- Keep the pending request open rather than cancelling and resubmitting it.
Contact support when the withdrawal has been pending for longer than the stated review period and no message explains the delay.
Fallsview site and games do not load properly on a phone
The player taps a game on the phone browser and sees a blank screen, a spinning loader or a page that stops halfway.
- The mobile connection is weak or switching between Wi-Fi and mobile data.
- The browser has old cached files that conflict with the current site.
- Several tabs or background apps are using the phone memory.
- The browser version is outdated and does not support the game format.
- A network filter or private DNS setting blocks part of the site.
- Load https://fallsviewcasino-ca.org/ in a fresh tab and wait for the lobby to finish drawing.
- Switch from Wi-Fi to mobile data, or the other way, to test the connection.
- Clear the browser cache and cookies, then sign in again.
- Close unused tabs and background apps to free memory.
- Update the phone browser to its current version.
- Turn off any private DNS or content filter that may block game files.
- Disable battery saver, which can stop scripts from running.
- Try a different browser to see whether the problem follows the browser.
- Restart the phone and load the game once more.
- Test one game at a time to identify the one that fails.
Contact support when every game fails in two different browsers on a stable connection.
A deposit left the bank but is not on the casino balance
The player sees the money leave the bank account while the casino balance stays unchanged.
- The payment is still moving between the bank and the casino.
- The deposit was made to an old or closed account number.
- The bank held the payment for a security check.
- The deposit was reversed by the bank after it left.
- The payment was made from an account that does not belong to the player.
- Note the exact time and amount shown by your bank.
- Return to the cashier and refresh the balance after a short wait.
- Check your account messages for a failed or reversed deposit notice.
- Confirm the deposit was sent to the payment details shown in your casino account.
- Make sure the sending account is in your own name.
- Avoid repeating the deposit while the first one is unresolved.
- Save a screenshot of the bank transaction for reference.
- Contact your bank to confirm whether the payment was completed or held.
- Send support the time, amount and a screenshot of the transaction.
Contact support when the bank confirms the payment was completed and the casino balance still does not show it.
Keep your account name, address and payment details identical everywhere, and complete verification before your first withdrawal, so most of these problems never start.
