Inglês Digital

Why does my Total Casino account show “verification pending” for days? The most common cause is a document that is blurry, expired or does not match the name on the account.

Identity verification (KYC) is stuck or documents are rejected

The player sees a pending status or a rejection notice after uploading a document. Likely causes include:

• The photo is blurry or cut off at the edges
• The document has expired or is damaged
• The name on the document differs from the account name
• The file format or size is not accepted by the upload tool
• A selfie does not show the face clearly or includes another person

What to do:

1. Take a new photo in daylight with all four corners visible and no glare.
2. Use the original document, not a photocopy or a screenshot.
3. Make sure the document is valid and has not expired.
4. Check that the name matches the one you used to register.
5. Upload each side of the document as a separate file if the tool asks for it.
6. Submit a selfie against a plain wall without a hat or sunglasses.
7. Remove any covering that hides part of your face.
8. Keep the file size within the limit shown on the upload page.
9. Wait for the confirmation message before uploading again.
10. Do not send the same document multiple times; it can delay the review.
11. If the status has not changed after several days, contact support with your account details.

Contact support when a document is rejected for a reason you cannot fix, such as an old address on an official paper.

You cannot log in or the account is locked after failed attempts

The player sees an error message or a locked account notice after several wrong passwords. Likely causes include:

• Caps Lock is on or the keyboard layout is wrong
• The password was changed and the old one is still saved in the browser
• Too many failed attempts triggered a temporary lock
• The email address has a typo or belongs to an old account
• The account was restricted for a security review

What to do:

1. Type the password manually instead of using autofill.
2. Check that Caps Lock is off and the language is correct.
3. Use the “forgot password” link and follow the email instructions.
4. Open the email on the same device you use to log in.
5. Set a new password that you have not used before on this account.
6. Clear the browser cache if the login page keeps loading.
7. Try a private window to rule out saved data causing the error.
8. Wait for the lock period to pass before trying again.
9. Do not create a second account; it will not solve the lock.
10. Contact support if the reset email does not arrive or the account stays locked after the wait.

Contact support when you receive a lock message without making failed attempts, as this may point to a security review.

The site or games do not load properly on a phone

The player sees a blank page, a spinning loader or a game that closes on a phone browser. Likely causes include:

• A weak mobile connection or a switch between Wi-Fi and mobile data
• An outdated browser or an old cached version of the page
• Too many tabs open, which uses up memory
• A pop-up blocker or an aggressive ad blocker
• A game that needs more memory than the phone has free

What to do:

1. Reload the page once and wait for it to finish loading.
2. Switch to a stable Wi-Fi network or a strong mobile signal.
3. Close other tabs and background apps to free memory.
4. Update the phone browser to its latest version.
5. Clear the browser cache and cookies for the site.
6. Turn off ad blockers for the site and reload.
7. Allow pop-ups for the site if the game opens in a new window.
8. Try a different browser to see if the problem follows the browser.
9. Restart the phone and open the site again.
10. Contact support if one specific game fails while others work, and mention the game name.

Contact support when the whole site fails on several browsers and networks, as the problem may be on the server side.

The welcome bonus or free spins were not credited

The player sees the deposit in the balance but no bonus or free spins appear. Likely causes include:

• The bonus code was typed with a space or a wrong character
• The deposit was made before the bonus was selected
• The bonus was already claimed on this account
• The payment method used is excluded from the offer
• The bonus is still pending because the deposit is being reviewed

What to do:

1. Open the bonus section and confirm that the offer is active on your account.
2. Enter the code exactly as shown, with no spaces before or after.
3. Select the bonus before you confirm the deposit.
4. Check that this is your first deposit if the offer is a welcome bonus.
5. Use a payment method that the offer accepts.
6. Make the deposit from an account in your own name.
7. Refresh the page after the deposit is confirmed.
8. Look for a pending bonus message in your account history.
9. If you claimed a total casino bonus before, check whether the offer allows a second claim.
10. Contact support with the deposit reference and the code you used.
11. Ask which total casino bonuses are still available on your account before making another deposit.

The https://totalcasino.uk.com/ bonus page lists the current offers, but the credit itself depends on the conditions above. If the bonus still does not appear after these checks, contact support and include the deposit reference.

Contact support when the deposit is confirmed, the code was correct and no bonus appears after a full day.

Quick Reference

The table below pairs each problem with its usual cause and the first thing to check.

A document check takes seconds and prevents most KYC delays. For login problems, a password reset solves most lockouts without support. Mobile issues often disappear after clearing the cache and updating the browser. Bonus problems usually come from a code typed with a space or an offer already used. Free spins follow the same rules as the welcome bonus, so the deposit and the code must be in order. When one check does not help, move to the next before contacting support, so you can describe exactly what you tried.

Before you contact support, take a screenshot of the error and note the time, the page and the steps you took.