„My withdrawal has been pending for days” is the message players send most often, and it usually means a verification step or a payment detail is still open on the account. The same pattern sits behind most locked logins, missing deposits and rejected documents.

A withdrawal stuck in pending instead of reaching the bank

The player sees a cashout marked as pending while the balance stays frozen and the bank shows nothing.

• Identity verification was never finished, so the payout is held back.
• One payment detail does not match the name on the account.
• A bonus still attached to the balance requires play before the cashout clears.
• A recent password or contact detail change flagged the account for a manual look.
• The chosen payout route cannot receive the money for this player.

1. Open the transaction history and note the exact status of the request.
2. Confirm the cashout was submitted and not left as a draft.
3. Complete any identity step that still shows as open.
4. Compare the payout details with the name registered on the account.
5. Check whether an active bonus still sits on the balance.
6. Play through any remaining bonus condition before requesting again.
7. Cancel a duplicate request if two cashouts appear for the same amount.
8. Make sure the payout route has already been used for a deposit.
9. Remove any payment detail that belongs to another person.
10. Log out and back in so the balance refreshes.
11. Avoid changing the password or email while a request is open.
12. Note the reference number shown on the pending transaction.
13. Contact support with that reference if the status has not moved and every step above is done.

Login fails or the account locks after wrong attempts

The player types the password, gets an error, and after a few tries the account is locked.

• The password contains a character the phone keyboard entered differently.
• Too many failed attempts triggered a temporary lock.
• The email on the account was changed and the old login no longer works.
• Autofill on the browser filled in an outdated password.
• Two-factor authentication sends a code to a phone number the player no longer holds.

1. Type the password by hand instead of using autofill.
2. Check that the keyboard is not adding a space or capital letter.
3. Wait for the temporary lock to lift before trying again.
4. Use the password reset link sent to the email on the account.
5. Open that email on the same device you play from.
6. Set a new password you have not used on other sites.
7. Confirm the reset completed before signing in.
8. Update the phone number used for two-factor authentication.
9. Clear the browser cache if the login page keeps failing.
10. Try the mobile browser in a private window to rule out stored data.
11. Turn off any VPN, which can break the session.
12. Log in from a single tab and wait for the dashboard to load.
13. Contact support with your username if the reset link never arrives and the lock persists.

A deposit left the bank but never reached the balance

The bank shows the charge, the wallet or card is debited, and the casino balance stays unchanged.

• The payment is still moving between the bank and the operator.
• The deposit was sent to an old payment detail saved in the browser.
• The bank declined or reversed the transfer after it left.
• The account was opened in a name that differs from the payment source.
• A bonus code was entered wrongly and the deposit was held for review.

At Casino de Montréal online the deposit history inside the account is the first place to look, because it records each payment the operator has received.

1. Refresh the balance and log out and back in once.
2. Open the deposit history and find the transaction.
3. Compare the amount and reference with the bank statement.
4. Keep a screenshot of the bank charge.
5. Check that the payment detail used belongs to you.
6. Remove old cards or wallets saved in the browser.
7. Re-enter the payment detail and confirm it saves correctly.
8. Make sure the deposit was not sent to a closed account.
9. Check whether a bonus code was part of the deposit.
10. Remove the code and retry only if no charge exists.
11. Never send a second deposit to fix a missing first one.
12. Note the reference number from the deposit history.
13. Wait for the bank to settle the transfer before escalating.
14. Contact support with the screenshot and reference if the deposit history has no record and the bank charge stands.

Identity verification stalls or documents are rejected

The player uploads a document and the account keeps showing verification as incomplete or the file is refused.

• The photo is blurred, cropped or shows glare.
• The document has expired or the corners are cut off.
• The name on the document differs from the account name.
• The file format is not one the upload form accepts.
• The proof of address is older than the operator allows.

1. Photograph the document on a flat surface in daylight.
2. Show all four corners and the full text.
3. Avoid flash glare and shadows across the photo.
4. Save the image in a common format the form accepts.
5. Check the file size is within the upload limit.
6. Upload one document at a time and wait for the confirmation.
7. Match the name on the document to the account name exactly.
8. Use a proof of address that shows your name and current home.
9. Reject documents with folded or torn edges.
10. Do not send documents through chat or email unless asked.
11. Upload the back of a document when both sides are requested.
12. Note which document was rejected and why.
13. Re-upload only the rejected file, not the whole set.
14. Contact support if a clear, valid document is refused twice and no reason is shown on the account.

Keep your name, address and payment details identical across the account and every document, and most of these blocks never appear.