You are staring at a KYC page with a red rejection notice, or the bonus screen shows nothing after your first deposit. The most common cause is a mismatch between the details you entered and the documents or payment methods you used.

Identity verification stuck or documents rejected

You uploaded a document and received a message that it is unclear, expired or does not match your profile. Likely causes include poor image quality, a name that differs from your registered details, an expired ID, a document type that is not accepted, or a file that is too large or in the wrong format.

• The photo is blurry or has glare over key details.
• The name on the document differs from the name on your Bitstarz account.
• The ID or proof of address is expired.
• You sent a document type that the casino does not accept for that step.
• The file is too large or in a format the upload tool cannot read.

1. Open your profile and compare the name, date of birth and address with the document you plan to send.
2. If anything differs, update your profile first, because a mismatch will cause another rejection.
3. Take a new photo in bright, even light without flash or shadows.
4. Place the document on a flat surface and capture all four corners.
5. Make sure the text, photo and expiry date are readable.
6. For proof of address, use a document that shows your name, address and a recent date.
7. Check that the file format is common and the size is within the upload limit.
8. Upload each document separately and wait for the status to change before sending another.
9. If you are using a Bitstarz promo code from a promotion, keep the same email address and name that you used to register before verifying.
10. When you contact support, describe the exact rejection message you received.
11. Ask which document type they need for the step that is stuck.
12. Send the requested document directly in the support chat if the upload page keeps failing. Contact support when you have corrected the details and the same rejection appears again.

For account-specific guidance, you can reach Bitstarz through bitstarz.hu.net/ and explain the exact error you see.

Welcome bonus or free spins not credited

The bonus screen shows a zero balance or no free spins after you made a qualifying deposit. Likely causes include a missing or incorrect bitstarz bonus code, a deposit method that is excluded from the offer, a deposit below the minimum for the promotion, a bonus that was already claimed, or free spins that need to be activated manually.

• The bonus code was not entered or was typed with a typo.
• The deposit method is excluded from the promotion.
• The deposit amount is below the minimum required for the offer.
• The bonus was already claimed on this account.
• Free spins are waiting in a separate bonus section and need activation.

1. Open the promotions page and confirm that the offer is still active for your account.
2. Check that you entered the bitstarz promo code exactly as shown, with no extra spaces.
3. Review the minimum deposit condition for the offer and compare it with your deposit.
4. Look at the payment method you used and see whether the promotion excludes it.
5. Check your bonus history for a record of the claim.
6. If free spins are part of the offer, open the bonus section and activate them manually.
7. Log out and back in to refresh your balance display.
8. If you deposited before entering the code, ask support whether the code can be applied retroactively.
9. Make sure you have not claimed the same welcome offer before on this account.
10. Take a screenshot of the promotion and your deposit confirmation.
11. Send both to support with the exact bitstarz bonus name and the code you used.

Contact support when the promotion is active, your deposit meets the conditions, and the bonus still does not appear.

Deposit left your bank but is not on the casino balance

Your bank statement shows the payment as completed, but your casino balance remains unchanged. Likely causes include a pending status at the payment provider, a missing reference or incorrect account number, a deposit that is still being reviewed, a currency conversion step, or a deposit that was rejected and is being returned.

• The payment provider has not yet sent the confirmation to the casino.
• The reference or account number was entered incorrectly.
• The deposit is held for a routine review.
• A currency conversion is still in progress.
• The deposit was rejected and is on its way back to your bank.

1. Open your transaction history in the casino and look for the deposit status.
2. Compare the reference number on your bank receipt with the one in the casino history.
3. Check that you sent the funds to the correct account details shown in the cashier.
4. Wait for the payment provider to finish its own processing before assuming a failure.
5. If the status is pending, avoid making a second deposit to the same reference.
6. Take a screenshot of your bank confirmation and the casino transaction list.
7. Note the exact date and time of the deposit.
8. Contact your bank to confirm that the payment was not blocked or reversed.
9. If the bank confirms completion, send the proof to casino support.
10. Ask support to trace the deposit with the reference number.
11. Do not send the same deposit again until support confirms it is missing.
12. If the deposit was rejected, ask how the return will appear on your statement. Contact support when the bank confirms the payment and the casino history shows no record after the provider has finished processing.

Withdrawal pending longer than expected

Your withdrawal request shows a pending status while the balance has already been reduced. Likely causes include incomplete identity verification, a bonus that still has wagering conditions attached, a payment method that needs confirmation, a routine security review, or a request that was split into smaller payments.

• Identity verification is not yet complete.
• An active bonus has not met its play conditions.
• The withdrawal method requires confirmation from you.
• A security review is in progress.
• The request was split into several payments.

1. Check your verification status and finish any step that is still open.
2. Review your active bonuses and confirm that their conditions are met.
3. Look for an email or message asking you to confirm the withdrawal.
4. Open the withdrawal history and note the status and any reference number.
5. Confirm that the withdrawal method belongs to you and matches your verified name.
6. If the method requires it, complete the confirmation step in your account.
7. Avoid creating a second withdrawal request for the same amount.
8. Check that your account has no unresolved security notice.
9. If the request was split, look for multiple pending entries.
10. Take a screenshot of the pending withdrawal and any related messages.
11. Send the screenshot to support and ask for the current status.
12. Keep your contact details up to date so support can reach you. Contact support when verification is complete, bonuses are cleared, and the withdrawal still shows as pending.

Quick Reference

The table below lists each problem with its usual cause and the first check to perform.

Most delays come from a small mismatch between the details you provided and the documents or payment methods you used. Correcting that mismatch before you contact support often clears the issue on its own. When you write to support, include the exact status, the reference number and a screenshot. That gives the agent the information needed to trace your case without asking for it again. Keep your profile details current and use the same name and email across all steps. A single consistent identity across your account, documents and payment methods prevents most verification and withdrawal problems.

Before you start any promotion, note the code and the conditions in one place so you can compare them with your deposit later.