You clicked the spin button twice, and the second click opened a second game window that later showed a bonus balance of zero. That duplicate-session mistake is the most common cause of missing credits and stalled requests on Bitstarz. The steps below address each symptom in turn.

Withdrawal pending longer than expected

Your withdrawal shows as pending in the account history, and the balance has not moved to your payment method.

• Identity verification is incomplete or still under review.
• A bonus is active with unfinished playthrough conditions.
• You requested a withdrawal before the deposit cleared.
• Your payment method details do not match your account name.
• You have an open support ticket about the same request.

1. Open your account history and confirm the request status is still pending, not cancelled.
2. Finish any active bonus before requesting a new withdrawal, because the bonus balance and cash balance are handled separately.
3. Make sure your profile name matches the name on your payment method exactly.
4. Complete any missing identity verification fields in your account settings.
5. Cancel the pending request only if you have not already received a confirmation email about it.
6. Submit a new request after the bonus is cleared and verification is complete.
7. Keep screenshots of the request status and the bonus balance before you submit.
8. Check your email inbox for a message from support about the same request.
9. Do not open a second request while the first is still pending, because this can split the amount.
10. Wait for the confirmation email before contacting support again.
11. If the status has not changed after you completed verification and cleared the bonus, contact support with your request reference.

Contact support when the request remains pending after verification and bonus completion.

Identity verification stuck or documents rejected

The verification page shows a document as rejected or the review never moves past pending.

• The photo is blurry, cropped or shows glare.
• The document is expired or the details are unreadable.
• The name on the document does not match the account name.
• Only one side of a two-sided document was uploaded.
• The file was sent in a format the upload form does not accept.

1. Reopen the verification page and note which document is marked rejected.
2. Take a new photo in daylight with all four corners visible.
3. Upload both sides of any document that has information on the back.
4. Make sure the name, date of birth and photo are clear and not covered.
5. Use the same name spelling as on your account profile.
6. Submit the corrected file through the verification page, not by email.
7. Remove any screenshots or edited images from your device before uploading.
8. Wait for the review status to change before uploading again.
9. If a second document is requested, upload it only after the first is accepted.
10. Keep a copy of each uploaded file in case you need to resend it.
11. Contact support when a document is rejected twice with no clear reason shown.

Contact support when a rejection reason is missing or the same clear document is refused repeatedly.

Welcome bonus or free spins not credited

The bonus balance stays at zero after a qualifying deposit, or the free spins do not appear in the game.

• The bonus code was not entered at the time of deposit.
• The deposit was made with a method excluded from the offer.
• The bonus was already claimed earlier on the same account.
• The deposit amount was below the minimum for the offer.
• A duplicate game window interrupted the credit.

1. Open your bonus history and confirm whether the offer shows as claimed.
2. Check that you entered the bonus code in the cashier field before confirming the deposit.
3. Make sure the deposit method you used is allowed for the offer.
4. Confirm the deposit amount met the minimum stated for the bonus.
5. Close all game windows and log out of the Bitstarz Casino account.
6. Log in again and open the bonus section to see whether the credit appears.
7. If the free spins are tied to a specific game, open that game from the bonus page.
8. Do not make a second deposit to trigger the same bonus before the first is resolved.
9. Take screenshots of the deposit confirmation and the bonus history.
10. Note the exact time and amount of the deposit for your message to support.
11. Avoid using the same bonus code on a second account, because duplicate claims are refused.
12. Contact support with the deposit reference if the bonus is still missing.

Contact support when the deposit is confirmed and the bonus history shows no claim for that offer.

Deposit or withdrawal declined because of limits

The cashier shows a message that the amount is above or below the allowed range, and the transaction does not complete.

• The amount is outside the minimum or maximum for that payment method.
• Your account has a temporary limit after a recent change.
• The deposit method and withdrawal method do not match.
• You have reached a daily or weekly limit for your account level.
• A bonus condition caps the withdrawal amount.

1. Check the cashier page for the allowed range shown next to your chosen method.
2. Adjust the amount to fit inside that range before submitting again.
3. Use the same payment method for withdrawal that you used for the deposit.
4. If a bonus is active, finish the playthrough before requesting a larger withdrawal.
5. Log out and log back in to refresh the limit display.
6. Try a smaller test amount first to confirm the method works.
7. If the message mentions account level, wait for the limit period to reset.
8. Do not split the amount into several rapid requests, because this can trigger a review.
9. Keep the error message text for your support message.
10. At https://bitstarzcasino.eu.com/, the cashier shows the current range for each method before you confirm.
11. Contact support when the amount is inside the displayed range and the request is still declined.

Contact support when the amount fits the displayed range and the cashier keeps declining it.

Quick Reference

The table below lists the usual cause and the first check for each problem.

Most pending withdrawals trace back to an unfinished bonus condition, so the history page is the first place to look. Document rejections usually come from poor photo quality rather than a problem with the document itself. Bonus credits fail when the code is skipped or the deposit method is not allowed for the offer. Limit declines are often fixed by adjusting the amount to the range shown in the cashier. In every case, keeping a screenshot of the status page makes a support message faster to resolve. A second game window during a deposit can split the session and hide the credit.

Before you start a session, close extra tabs, enter any code before confirming the deposit, and finish verification early. This prevents most pending, missing and declined requests.