On your commute you open the site and the screen shows ‘verification pending’ — the most common cause is a mismatch between the details on your documents and your account profile. A weekend deposit shows as sent by your bank but not on your balance, usually because the payment has not cleared or the reference was missing.
Identity verification stuck or documents rejected
You upload your ID and proof of address, and the status stays on pending or flips to rejected without a clear reason. Causes include blurry scans, expired documents, a name mismatch between your profile and your ID, an address that does not match the proof you sent, and a photo where the document edges are cut off.
- Blurry or low-resolution scans
- Expired ID or proof of address
- Name spelled differently on your account and your document
- Address on the proof differs from the one in your profile
- Document edges or corners cut off in the photo
- Open your profile and compare the full name, date of birth and address with your ID. Fix any difference before uploading again.
- Take a new photo of your ID in daylight, with all four corners visible and no glare on the surface.
- For proof of address, use a document that shows your name and address clearly, and make sure it is recent enough for the casino’s rule.
- Upload the front and back of your ID if the back carries information such as the expiry date.
- Submit each file in the format the upload form accepts, and keep the file size within what the form allows.
- Wait for the review to finish before sending the same documents again — duplicate uploads can slow the queue.
- If the status is rejected, open the rejection message and match each point to a new upload.
- After a successful upload, note the date you sent it and keep the original files on your phone.
Contact support when a rejection message names a document you have already sent correctly, or when the status has not moved after you fixed every listed issue.
Deposit left your bank but not on the casino balance
Your banking page shows the payment as completed, while the casino balance still shows the old amount. Common causes are a payment still clearing between banks, a missing or wrong reference, a deposit sent from an account in someone else’s name, a payment method the casino does not accept for deposits, and a deposit made while your account was not fully verified.
- Payment still in transit between banks
- Reference code missing or typed incorrectly
- Sender name differs from the account holder name
- Payment method not accepted for deposits
- Account not yet verified for deposits
- Refresh the cashier page and your balance before doing anything else — a delayed display is common.
- Open your banking history and confirm the payment status is completed, not pending or reversed.
- Copy the transaction reference from your bank and compare it with the reference shown in your casino deposit history.
- Check that the sender name on the payment matches the name on your casino profile.
- If the reference was missing, prepare a screenshot of the bank transfer that shows the amount, date and reference.
- Send that screenshot to support through the contact channel on extremegaming.ph, and include your username and the reference in the message.
- Keep the payment confirmation open until support replies, and do not send a second deposit to the same reference while the first is being traced.
Contact support as soon as you have the bank confirmation and the reference, because the trace needs both from you.
Cannot log in or account locked after failed attempts
You type your password and the page returns an error, or the account shows as locked after several tries. Usual causes are a wrong password after a recent change, a keyboard layout or autocorrect altering the password, a username typed with the wrong email, too many failed attempts triggering a lock, and a browser holding an old saved password.
- Password changed recently and not updated in your notes
- Keyboard layout or autocorrect changing characters
- Username entered as an email when the account uses a different one
- Several failed attempts causing a temporary lock
- Browser autofill using an old saved password
- Type the password into a plain text note first, then paste it into the login field to rule out autocorrect.
- Switch the keyboard layout to the one you used when you created the password.
- Clear the saved password for the site in your browser, then enter the credentials manually.
- Try the login on a different browser or a private window to rule out an extension.
- If the account is locked, use the password reset link and follow the steps sent to your registered email.
- When the reset email does not arrive, check the spam folder and confirm the email address you registered with.
- After a reset, log in once on the same device and do not change the password again immediately.
- If the lock remains, note the exact error message and the time of your last attempt.
Contact support when the reset link does not arrive and the spam folder is empty, or when the lock remains after a successful reset.
Welcome bonus or free spins not credited
You register or make your first deposit, and the bonus balance or the free spins do not appear. Likely causes are a missing bonus code during registration or deposit, a first deposit that did not qualify for the offer, a deposit below the minimum the offer requires, a bonus already claimed on another account, and a required step such as opting in that was skipped.
- Bonus code not entered at the right step
- First deposit did not qualify for the offer
- Deposit below the minimum the offer requires
- Offer already claimed on another account
- Opt-in step skipped before depositing
- Open the bonus page and read the conditions for the welcome offer you wanted.
- Check your bonus history to see whether the offer is listed as claimed, pending or absent.
- Confirm that your first deposit was made after you registered and that it met the minimum the offer requires.
- If a code was required, enter it in the bonus field before confirming the deposit, not after.
- When the code was missed, contact support with the deposit reference and ask whether the bonus can be applied manually.
- For free spins, check whether they are tied to a specific game and appear only when you open that game.
- If you claimed a similar offer before, check whether the conditions allow only one welcome bonus per player.
- Keep a screenshot of the offer page and your deposit confirmation until the bonus appears.
Contact support when the bonus history shows nothing and every condition on the offer page is met.
Quick Reference
The table maps each common symptom to its usual cause and the first check to perform.
| Problem | Usual cause | First check |
|---|---|---|
| KYC stuck or rejected | Document data differs from profile | Compare name, date of birth and address |
| Deposit not credited | Payment still clearing or reference missing | Bank status and transaction reference |
| Login fails or account locked | Wrong password or too many attempts | Type the password manually in a private window |
| Welcome bonus missing | Code missed or deposit did not qualify | Bonus history and offer conditions |
| Free spins missing | Spins tied to a specific game | Open the game named in the offer |
Start with the first check in the table before you change anything on your account. For a stuck verification, the profile comparison takes a moment and fixes most mismatches. For a missing deposit, the bank status tells you whether to wait or to send the reference to support. For a login lock, a private window rules out the browser before you reset the password. For a missing bonus, the history shows whether the offer was claimed at all. Keep screenshots of each step, because support can act faster when you send the exact reference and error message.
Before you start any session, spend a moment comparing your profile details with your ID and saving each deposit reference; that single habit prevents most verification, payment and bonus problems.