A document upload that sits on «pending» for days is the most visible sign that identity verification has stalled, and it usually happens because one submitted image is blurry, cropped or expired. A welcome bonus or free spin set that never appears on the balance often traces back to an unmet condition tied to the deposit that triggered it.

Identity verification stuck or documents turned down

The player uploads a passport or bill, sees the status stay on «under review», and later gets a rejection notice with no clear reason attached.

• A photo that is blurred, glared or cropped at the edges.
• An identity document that has passed its expiry date.
• A proof of address older than the period the casino accepts.
• A name or address on the document that differs from the account details.
• The same file sent twice, which restarts the review queue.

1. Open the account profile and find the verification section. The status there tells you whether the file is pending or was refused.
2. Photograph the document again in daylight, with all four corners visible and no flash reflection.
3. Make sure the document is still valid. An expired passport or ID card will never pass.
4. Use a utility bill or bank statement that shows your full name and home address clearly.
5. Compare the spelling of your name and your address with what the account holds. One wrong letter can cause a rejection.
6. Upload the new file once and leave the old one alone. Repeated uploads slow the queue.
7. Keep the file size within the limit the upload form shows, and use a common format such as JPG or PDF.
8. Wait for the review to finish before sending anything else. The status field updates when a decision is made.
9. If the refusal notice names a specific document type, send exactly that type rather than a substitute.
10. Players locked out of the upload screen can use the www.royalvegas.de.com support channel to ask which document is missing.
11. Contact support only after a fresh, clear upload has been refused a second time.

Reach out to support when a clean upload is rejected without a stated reason or when the pending status has not moved after a full re-submission.

Deposit or withdrawal refused over limits

The cashier shows a decline message even though the bank balance is fine, and the payment simply does not go through.

• The amount sits below the minimum or above the maximum the casino allows for that method.
• A withdrawal request exceeds the cap that applies to the account tier.
• The chosen payment route has its own ceiling that is lower than the casino limit.
• An unfinished bonus carries a cap on how much can be withdrawn from it.
• Outstanding verification blocks payouts above a certain level.

1. Note the exact figure the cashier refuses and compare it with the minimum and maximum shown on the payment page.
2. Reduce or raise the amount so it falls inside the allowed range, then submit again.
3. Try a different payment route if the current one has a lower ceiling than the amount you want to move.
4. Split a large withdrawal into smaller requests only where the rules allow more than one pending payout.
5. Check whether an active bonus caps the withdrawable part of your balance. If it does, the extra stays as bonus funds.
6. Finish any outstanding verification step, because unverified accounts hit a payout ceiling.
7. Make sure the payment method belongs to you and matches your account name.
8. Clear pending card authorisations at your bank before retrying, as they can look like a duplicate request.
9. Log out and back in, then repeat the request once to rule out a session error.
10. Contact support when a correctly sized request inside every cap is still refused.

Get in touch with support if the declined amount clearly sits within the published range and the account is fully verified.

Welcome bonus or free spins missing

The first deposit clears, but the bonus balance and the free spin counter stay at zero, or only part of the package arrives.

• The deposit was made before the bonus was selected or a code was entered.
• The qualifying deposit fell under the minimum needed to trigger the offer.
• An earlier bonus on the account was still active, so the new one was blocked.
• The free spins are tied to a specific game that was never opened.
• The bonus was credited to a separate bonus balance that is not shown on the main screen.

1. Check the bonus section of the account rather than the main balance. Bonus funds often sit apart from real money.
2. Confirm the deposit that should have triggered the offer met the minimum amount.
3. Look for a code field at the deposit screen. A code that was skipped means the offer never attached.
4. Finish or cancel any older bonus still running, since two offers rarely overlap.
5. Open the game named in the free spin award. Some spin sets only appear inside that title.
6. Refresh the page or sign out and in again, then reopen the bonus area.
7. Give the system a moment after the deposit confirms, then reload the page once.
8. Try again on a phone browser if the desktop page shows nothing; mobile play runs in the browser and shows the same balance.
9. Note the time of the deposit and a screenshot of the missing bonus for the support message.
10. Ask support to confirm whether the offer was applied to the account at all.
11. Contact support when the deposit matched every condition and no bonus or spin credit appears after a reload.

Write to support with the deposit reference and the offer name when the conditions were met and nothing was credited.

Deposit taken by the bank but absent from the balance

The bank statement shows the payment as completed, yet the casino balance still shows the old figure.

• The payment is still moving between the bank and the casino.
• The deposit landed in a bonus balance or a different currency wallet.
• A pending card authorisation was captured twice, so one entry is a hold.
• The transaction failed on the casino side and will be returned by the bank.
• The account was signed in on a different profile or a duplicate registration.

1. Refresh the balance and check the transaction history inside the account.
2. Compare the reference on the bank statement with the entry in the casino history.
3. Look at the bonus balance as well as the cash balance.
4. Allow the payment to finish its normal route before assuming a loss.
5. Check that you are signed in to the account that made the deposit.
6. Keep the bank receipt or statement line ready as proof of payment.
7. Do not send the deposit a second time while the first is unresolved.
8. Note the exact amount, the time and the reference number.
9. Send those details to support so the payment can be traced.
10. Contact support as soon as the bank marks the payment completed and the casino history shows nothing.

Reach support immediately when the bank confirms completion and no matching entry exists in the account history.

Keep your account name, address and payment details identical everywhere, and finish verification before your first withdrawal, so most of these blocks never appear.