LeoVegas Casino Deposit, KYC, Bonus and Mobile Fixes

If you compare your LeoVegas casino balance with your bank statement and the numbers do not match, the money may be held by the payment provider. A pending transfer is the most common cause of a deposit that shows as sent but not received.

Deposit Sent but Not Shown on the Balance

You see the amount deducted from your bank but the balance still shows the old figure. Likely causes:

• The payment is still pending at the bank or payment provider.
• The deposit was made to a different account than the one you are logged into.
• The payment method used is not one that the casino accepts for deposits.
• A network or browser glitch interrupted the confirmation screen.
• The transaction was flagged for a routine security check.

What to do:

1. Refresh the balance page and log out and back in to force a fresh load.
2. Open your bank statement or payment provider history and confirm the status shows as completed, not pending.
3. Check that you are logged into the correct LeoVegas casino account.
4. Confirm the payment method you used is listed as accepted for deposits in your account.
5. Take a screenshot of the bank transaction showing the date, amount, and recipient.
6. Write down the transaction reference number from the bank.
7. Clear the browser cache and cookies, then log in again.
8. Try a different browser or a private window to rule out a local issue.
9. Disable any VPN or proxy that is active on the device.
10. Check your email for a confirmation from the casino about the deposit.
11. If the payment is pending at the bank, wait for it to settle before taking further action.
12. If the bank shows completed but the balance is unchanged, note the time of the transaction.
13. Gather your account username and the transaction details in one place.
14. Contact the casino support and attach the screenshot and reference number.
15. Ask the support agent to trace the deposit using the reference.
16. If support cannot find the payment, ask your bank to start a trace on the transfer.
17. Keep all correspondence until the matter is resolved.

Contact support when the bank confirms the payment is complete and the balance has not updated after a full logout and login.

Identity Verification Stuck or Documents Rejected

You uploaded your documents but the account still shows verification as pending or the files were declined. Likely causes:

• The photo is blurry, cropped, or has glare on the text.
• The document has expired or the details do not match your account name.
• Only one side of a two-sided document was sent.
• The file format or size is outside what the upload form accepts.
• The document was uploaded before the account details were fully saved.

What to do:

1. Open your profile and check which document is marked as needed or rejected.
2. Use your phone camera in a well-lit room and place the document on a flat, dark surface.
3. Capture the whole document, including all four corners, without shadows or flash glare.
4. If the document has two sides, photograph both sides and upload them as separate files.
5. Make sure the name and date of birth on the document match your LeoVegas casino profile exactly.
6. Check that the document is still valid and has not expired.
7. Save the images in a common format such as JPG or PNG.
8. Upload the files through the verification section of your account, not by email.
9. Wait for the upload to finish before closing the page.
10. After submitting, log out and log back in to see if the status changes.
11. Do not send the same documents repeatedly; duplicates can slow the review.
12. If a document is rejected again, note the exact reason shown in the message.
13. For a rejected selfie, retake it without a hat or sunglasses and with a neutral background.
14. If the upload keeps failing, try a different browser or a desktop computer.
15. When you contact support at https://ca-leovegas.com/, include your username and the document type that was rejected.
16. Ask the agent to confirm which specific detail caused the rejection so you can correct it.

Contact support when you have uploaded clear, valid documents and the status has not changed after a full logout and login.

Welcome Bonus or Free Spins Not Credited

You made a qualifying deposit but the bonus or free spins do not appear in your balance or bonus section. Likely causes:

• The bonus code was not entered, or was entered with a typo or extra space.
• The deposit was below the minimum required for the offer.
• The bonus was already claimed on the account.
• The deposit method used is excluded from bonus eligibility.
• The bonus was credited but placed in a separate bonus balance you have not opened.

What to do:

1. Open the bonus or promotions section of your account and look for an active or pending bonus.
2. Check your email and the message inbox in your account for a bonus confirmation.
3. If the offer requires a code, re-enter it exactly as shown, with no spaces before or after.
4. Confirm the deposit you made meets the minimum amount stated for the offer.
5. Log out and log back in to refresh the bonus status.
6. Check whether the bonus was credited to a bonus balance separate from your cash balance.
7. Review the offer rules for any games or payment methods that are excluded.
8. If you used a payment method that is excluded, the bonus will not be applied.
9. Make sure you have not already claimed the same welcome offer on this account.
10. Clear your browser cache and cookies, then log in again.
11. Take a screenshot of the offer page and your deposit confirmation.
12. Note the date and time you made the qualifying deposit.
13. Check that your account is fully verified, as some bonuses are held until verification is complete.
14. If the bonus still does not appear, write down the offer name and the code you used.
15. Contact support and provide the offer name, deposit reference, and screenshot.
16. Ask the agent to confirm whether the bonus was applied and, if not, why.
17. Keep the support reply in case the bonus needs to be added manually.

Contact support when you meet the offer conditions and the bonus is still missing after a logout and login.

Site or Games Not Loading Properly on a Phone

Pages load slowly, freeze, or games show a blank screen when you play through the phone browser. Likely causes:

• A weak or unstable mobile data or Wi-Fi connection.
• An outdated browser version on the phone.
• Too many tabs or apps open in the background using memory.
• A VPN or ad blocker interfering with the site scripts.
• Temporary server load on the game provider side.

What to do:

1. Switch from mobile data to Wi-Fi, or the other way around, to test the connection.
2. Move closer to the router or try a different network.
3. Close all other tabs and apps running in the background.
4. Restart the phone browser and reload the page.
5. Update the browser to the latest version available for your phone.
6. Clear the browser cache and cookies for the site.
7. Turn off any VPN or ad blocker for the session.
8. Disable battery saver or low-power mode, which can limit background data.
9. Try loading the same page in a private or incognito window.
10. Test a different game to see if the issue is limited to one title.
11. Check your phone storage and free up space if it is nearly full.
12. Restart the phone to clear temporary memory.
13. If the page loads but the game does not, wait a few minutes and try again.
14. Try another browser installed on the phone.
15. If nothing loads, test the same site on another device on the same network.
16. Note the game name, time, and any error message that appears.
17. Contact support with those details if the problem persists across browsers and networks.

Contact support when the site fails to load on multiple browsers and networks after you have cleared the cache and restarted the phone.

Most of these problems start with a mismatch between what the bank, the document, or the offer requires and what the account currently holds; keeping screenshots of every transaction and upload gives support the exact details they need to trace and fix the issue.