You open the site on the bus with one stop to go and the password field clears itself every time you press the button. Most often the saved login is out of date or a run of mistyped attempts has put a temporary hold on the account. A weekend evening when the bank shows money gone but the balance stays still has the same flavour: the record of the payment has not caught up with the account yet.

Signing in fails or the account is locked

You type the password, the page reloads, and nothing changes, or a message says the account is temporarily blocked after several failed attempts.

• The password was saved with an old capital letter or a trailing space.
• You used the email address tied to a different account, or a typo in the domain.
• The temporary lock from repeated failed attempts is still in force.
• The browser is filling in an outdated password from its own store.
• Two-factor codes from the authenticator are out of sync with the device clock.

1. Clear the password field completely and type it by hand instead of pasting it.
2. Turn off autofill for the site so the browser cannot insert an old entry.
3. Make sure the email address is the one you registered with, including the exact spelling before the @ sign.
4. If a lock message appears, stop trying; each new attempt extends the wait.
5. Ask for a password reset and follow the link that arrives in your inbox.
6. Open that link in the same browser you will use to sign in, and finish the reset on the same device.
7. Set a new password you have not used on any other site.
8. If your account uses two-factor codes, sync the clock on the phone with the authenticator or switch to a fresh code.
9. Sign in once from the same network and device you normally use.

Contact support when the reset link never arrives or the lock outlasts your own attempts to clear it.

A deposit has left the bank but not reached the balance

The bank app shows the payment as sent, while the casino balance still shows the amount before you made it.

• The payment is still travelling between the bank and the casino.
• The deposit was sent from an account or card in someone else's name.
• The reference or account details were mistyped during the transfer.
• The payment was made below the minimum accepted for that method.
• The deposit went to an account that is not linked to the profile you are signed into.

1. Open the transaction history inside your account and note whether the deposit is listed as pending or missing entirely.
2. Check the bank side again to confirm the payment has actually left, not just been authorised.
3. Compare the name on the sending account with the name on your casino profile.
4. Read the confirmation from your bank and compare the reference with the one the casino shows.
5. Hold off on repeating the payment; a second transfer taken from the same source can cause a double charge that has to be untangled later.
6. If the deposit is listed as pending, leave it and check again after the payment channel has had time to settle.
7. If it is missing, take a screenshot or statement line showing the debit and keep it ready.
8. Send that proof to support with the date, the method and the reference in the message.

Contact support as soon as the bank confirms the money left and the account history has no record of it at all.

The site stalls or games will not load on a phone

The lobby appears but spins forever, or a game opens to a black screen and closes before the reels settle.

• The phone browser has cached an old version of the page.
• The connection has dropped to a weak mobile signal.
• A content blocker or privacy extension is stopping scripts the games need.
• The browser is too old for the way the site is built now.
• Too many tabs and background tasks are eating the phone's memory.

1. Reload the page once with a normal refresh before changing anything else.
2. Clear the browser cache and cookies for the site only.
3. Close every other tab and any heavy background task, then open the site again.
4. Switch from mobile data to Wi-Fi, or the other way round, and watch whether the lobby fills faster.
5. Turn off content blockers for the site and reload.
6. Update the phone browser to its current version through the phone's own store.
7. Try a single game from the lobby rather than opening several at once.
8. Restart the phone if the black screen returns on every game you try.

Contact support when one game fails on every network while the rest of the lobby works, or when the whole site fails on a second browser too.

Identity checks are stalled or the documents are sent back

The verification screen sits on pending, or a message says the uploaded document could not be accepted, and money stays on hold until it clears.

• A photo was blurred, cropped or taken at an angle that hides the corners.
• The document has expired or the details do not match the profile.
• The file is in a format the upload form cannot read.
• The name on the profile is spelled differently from the one on the document.
• Part of the document is covered by a finger, a shadow or glare.

1. Compare the name, date of birth and address on your profile with the document line by line.
2. Lay the document flat on a plain surface in good light before photographing it.
3. Capture all four corners and the whole page, with nothing covering the text.
4. Chase the photo on your phone screen at full size to make sure every character is sharp.
5. Save each file in the common image format the upload form shows in its own hints.
6. Upload one document at a time and wait for the confirmation for each.
7. If a proof of address is asked for, use a document that shows your current address, not an old one.
8. Correct any mismatch on the profile first, because a corrected name may need to be re-uploaded with the document.
9. Keep the original files on your phone in case a second upload is needed for the same check.

Send the files through the support channel at my-stake.gb.net when the same document is refused a second time with no clear reason, and describe what the rejection message said.

Quick Reference

Each row points to the cause most often behind that symptom and the first thing worth checking.

A login problem usually clears once the stored password is replaced, so the reset link is the quickest route. Deposits behave differently: the record moves at the pace of the payment channel, and retrying too soon creates a second debit. On a phone, the browser cache is the silent culprit behind most black screens, because the game files it holds are older than the ones the lobby now sends. Verification fails for plain reasons: a shadow over the text or a missing corner is enough for a reviewer to send the file back. Fixing the profile name before uploading saves a second round of refusal, because a corrected name means the document has to be sent again. Support steps in fastest when a message carries the date, the method and a clear description of the rejection.

Before you change anything, copy the exact wording of the error message you see, since that one line tells support which of these problems you actually have.