You tapped the save icon on a document and the upload bar stalled at the same point, which left your identity check marked as waiting. The most common cause is a scan that is blurred, cropped or already expired.

Identity checks that stay open or come back rejected

The player sees a pending badge that never changes, or a rejection notice with no clear reason.

• The photo was taken at an angle, so edges and text are cut off.
• The document has passed its expiry date.
• The name on the document differs from the name typed into the profile.
• The proof of address is older than the address the player now uses.
• The file format or size does not match what the upload field accepts.

1. Place the document on a flat, well-lit surface before taking the photo.
2. Capture all four corners and the full text, with no glare across the image.
3. Use the original document, not a photocopy or a screenshot of a scan.
4. Confirm that the document is still valid on the day of the upload.
5. Compare the name and spelling with the details saved in the profile.
6. Correct any difference in the profile before sending the file again.
7. For an address check, use a document that shows the current address clearly.
8. Keep the file within the format and size the upload field accepts.
9. Send one clear file instead of several partial ones.
10. Wait for the review queue to move before uploading again.
11. Check the email inbox tied to the account for a rejection reason.
12. Reply with the corrected document in the same message thread.
13. Avoid opening a second request while the first is still open.
14. Save a copy of everything you send, in case it is needed again.

Contact support when the reason for rejection stays unclear after a correct upload, or when a verified status changes back without a new request from you.

Deposits that left the bank but never reached the balance

The player sees the bank statement show a completed payment while the casino balance stays the same.

• The payment is still moving between the bank and the operator.
• The deposit went to a saved payment detail that is no longer active.
• The account was opened in a different name from the payment source.
• A bonus was selected at the moment of payment and changed the way the funds are held.
• Part of the amount went to a separate wallet inside the account.

1. Open the transaction history inside the account and look for the deposit entry.
2. Note whether the entry shows as pending, completed or failed.
3. Keep the bank receipt or reference number from the payment confirmation.
4. Compare the amount sent with the amount shown in the history.
5. Remove any old saved payment detail and add the current one fresh.
6. Check that the payment source carries the same name as the account holder.
7. If a bonus was attached, look in the bonus balance for the funds.
8. Look in any separate wallet or section where pending funds are listed.
9. Repeat the check after the payment has fully left the bank.
10. Do not send a second deposit while the first is still unconfirmed.
11. Take a screenshot of the history entry and the bank receipt together.
12. Send both images to support with the reference number in the text.
13. Avoid editing the payment details mid-request, as this restarts the match.
14. Keep the same reference number in every reply so the case stays in one thread.

Contact support once the bank shows a completed payment and the history still has no matching entry after a full check.

A login that fails or an account that locks after wrong tries

The player sees an error on the sign-in screen, or a notice that the account is locked and must be reopened.

• The password was typed with the wrong keyboard layout or capital letters.
• The username is an email that was changed on another device.
• Repeated wrong guesses triggered an automatic lock.
• A saved password in the phone browser is out of date.
• Someone else tried to open the account, which raised a security flag.

1. Type the password by hand instead of pasting it, to catch hidden spaces.
2. Switch the keyboard to the right language and watch the capital letters.
3. Try the other sign-in field if the site offers both a username and an email.
4. Clear the saved password for the site in the phone browser.
5. Stop retrying after a few failed attempts, since each one extends the lock.
6. Use the recovery link on the sign-in screen to set a new password.
7. Open the recovery email on the same device to keep the session simple.
8. Set a password that is new to this account and not used elsewhere.
9. Sign out of the browser on any shared device you have used.
10. Turn on two-step checks where the account settings offer them.
11. Complete any identity step that the recovery process asks for.
12. Write the new password down in a place only you can reach.
13. Try the https://hardrockcasino-ottawa.eu.com/ sign-in page in a fresh private window to rule out stored data.
14. Note the exact wording of the lock message for the support request.
15. Wait for the lock to clear before trying again, rather than repeating guesses.

Contact support when the recovery email never arrives, when the lock notice gives no reason, or when a security flag needs a person to clear it.

Pages and games that stall on a phone browser

The player sees a blank screen, a spinning loader or a game that stops in the middle of a round.

• The phone is on a weak mobile signal or a public network.
• Too many tabs are open and the browser is short of memory.
• Old cached files conflict with the current version of the page.
• The browser version is out of date and misses key features.
• A background app is cutting the connection when the screen dims.

1. Move to a stable network and reload the page once.
2. Close every other tab in the phone browser.
3. Clear the browser cache and stored site data, then sign in again.
4. Update the browser to its current version.
5. Turn off any battery saver that limits background activity.
6. Keep the screen awake while a game round is running.
7. Open one game at a time instead of several in parallel.
8. Switch off any data-saving or content-blocking feature in the browser.
9. Restart the phone and open the site in a new tab.
10. Try a different browser on the same phone to compare behaviour.
11. Note which games fail and whether the lobby still loads.
12. Take a screenshot of the error message or the stuck loader.
13. Repeat the test on a home network, not a public one.
14. Keep the same notes for each attempt so a pattern becomes visible.

Contact support when a single game fails for you across browsers and networks, or when the lobby itself does not load on a stable connection.

Keep the name on the profile identical to the name on every document you send, and most of these holds never start.