MyStake Problems Solved: Loading, Withdrawals, KYC, and Bonus Issues

You are about to click the Play button on a MyStake slot, and the game screen stays blank with a spinning circle that never stops. The most common cause is a blocked or overloaded network path to the game server.

Fixing Game and Site Loading Problems on a Phone

On a phone, the site may load but games freeze, or the whole page shows a white screen with no error message.

• A weak or unstable mobile data or Wi-Fi connection
• An outdated browser that cannot run the game software
• Too many background apps eating memory and processor power
• DNS or routing issues between your internet provider and the casino servers
• A cached version of the page that conflicts with the current game code

1. Close all other browser tabs and background apps on the phone.
2. Turn off Wi-Fi and use mobile data, or switch from mobile data to Wi-Fi.
3. If you are on Wi-Fi, move closer to the router and check that the signal is strong.
4. Restart the phone completely to clear temporary memory.
5. Update the browser to the latest version from its official site.
6. Clear the browser cache and cookies for the casino domain.
7. Try a different browser if the problem continues.
8. Check that the phone’s date and time are set correctly, as a wrong clock can break secure connections.
9. Enable JavaScript in the browser settings, because slots require it to load.
10. Try the site in private or incognito mode to rule out extension conflicts.
11. If you use a VPN, turn it off or switch to a different server location.
12. If the issue only happens on one device, try logging in from another phone or a computer. For a reliable mobile experience without an app, use the phone browser to access https://my-stake.gb.net.

Contact support if the game still will not load after all steps.

Dealing with a Pending Withdrawal

Your withdrawal shows as pending in the cashier, and the status has not changed for longer than usual.

• The withdrawal request is waiting for a manual review by the finance team
• Your identity or payment method is not fully verified yet
• The casino requires you to wager the deposit amount a certain number of times before cashing out
• A bonus with active wagering requirements blocks the withdrawal until completed
• The payment method you chose has extra processing steps on the casino side

1. Open the cashier and look at the exact status text of the withdrawal.
2. Check if any bonus is still active; if so, finish its wagering requirement first.
3. Make sure your balance is equal to or above the minimum withdrawal amount for that method.
4. Confirm that the withdrawal amount does not exceed your current verified balance.
5. Verify that you have not canceled the withdrawal and then re-requested it, which resets the process.
6. Review that your account name matches the name on the payment method exactly.
7. If you used a bonus, check whether the wagering requirement has been fully met.
8. Ensure your email and phone number are confirmed in the account settings.
9. Look for any pending KYC documents that the cashier might require.
10. Note the date and time you submitted the withdrawal so you can report it accurately.
11. Refrain from changing your password or payment details during the pending period, as that can delay it.
12. If the status stays the same for an unusual time after a manual review, prepare your transaction ID.

Reach out to support with your transaction ID and the exact status text if the withdrawal remains stuck.

Resolving Stuck Identity Verification (KYC)

Your documents have been submitted, but the verification status still says pending or was rejected without a clear reason.

• A document is blurry, cropped, or has a glare on the information area
• The document type is not accepted for your country or payment method
• The name on the document does not match your registered account name
• The document has expired or a required page was not uploaded
• A utility bill or bank statement you submitted is older than the allowed period

1. Take new photos of your ID in bright, even light without flash reflections.
2. Make the whole document visible within the frame, with no edges cut off.
3. Check that all four corners of the ID appear in the photo.
4. Use a flat surface and avoid fingers or objects covering the document.
5. If you uploaded a utility bill, ensure it is dated within the last few months and shows your full name.
6. Use a bank statement or utility bill that clearly lists your current address.
7. Open the document in a PDF viewer to confirm it is not encrypted or password protected.
8. Take a screenshot of the document preview before uploading to ensure it is readable.
9. Check that the document type is among the accepted ones, such as a passport, ID card, or driving licence.
10. Re-upload the document as a clear image file, not a scanned copy that is too dark.
11. Verify that your MyStake account name is spelled exactly as on the document.
12. If the document was rejected, upload the corrected version and also send a clear photo of the reverse side of the ID if required.

Contact support if you have re-uploaded clean documents but the status still shows pending.

Handling Missing MyStake Free Spins or Welcome Bonus

You completed a deposit, but the MyStake free spins or welcome bonus did not appear in your account.

• The bonus code was not entered during the deposit
• The deposit amount is below the minimum threshold for the bonus
• Your chosen payment method is not eligible for the bonus offer
• The bonus requires you to opt in before depositing
• A previous bonus was not completed, blocking the new one

1. Check the promotions page for the exact deposit amount required for the bonus.
2. Verify that you used the correct bonus code, if one is needed.
3. Look for an opt-in checkbox or button before you make the deposit.
4. Review the list of eligible payment methods for the bonus.
5. See if the free spins are granted immediately or after the wagering requirement starts.
6. Check if the free spins are added to a specific slot game and are not visible in the main balance.
7. Look in the bonus or promotions section of the account to see the bonus status.
8. Confirm that no other bonus was active when you deposited, as overlapping bonuses can cancel the new one.
9. If the bonus requires a minimum deposit, ensure you deposited at least that amount, otherwise no bonus is triggered.
10. Refresh the cashier or reload the page after a minute, as bonus crediting can be delayed.
11. Check the transaction history to see if the deposit went through correctly.
12. If you used a payment method that is excluded, make another deposit using an eligible method.

Contact support with your deposit transaction ID and the bonus name if it still does not appear.

Quick Reference

The table below lists the most common problems and their first checks.

The first check for a loading problem is to update the browser and switch your network. For a pending withdrawal, the first thing is to see if any bonus is still running. A rejected KYC document usually means the photo is not clear enough, so retake it. Missing free spins almost always come from a bonus code or deposit amount error. In every case, the quickest fix is to read the actual status message on your screen. If that message is unclear, then move to the detailed steps above.

Most problems come from old software or a simple mistake in the deposit or document upload, so always restart your device and clear the cache first.