“My deposit left my bank but it is not on my balance” usually means the payment is still being confirmed between the provider and the casino. “My documents were rejected again” is most often caused by a document that is cropped, blurry or shows a different name.

Deposit taken from the bank but missing from the balance

The player sees a debit on the bank statement while the casino balance stays unchanged.

• The payment is still processing between the bank and the payment provider.
• The deposit was sent to an old or mistyped account.
• The bank flagged the transaction for a manual review.
• The payment was split or partially reversed by the provider.
• The player is signed in to a second account by mistake.

1. Refresh the balance and sign out, then sign back in.
2. Close the browser tab fully and reopen the site in a fresh one.
3. Compare the account details in your profile with the ones you used to pay.
4. Keep the bank statement or receipt that shows the debit.
5. Note the reference number the payment carried.
6. Check that the profile email matches the one on the payment receipt.
7. Wait for the provider to finish confirming the transaction before retrying.
8. Do not repeat the deposit straight away, because a duplicate can follow.
9. Check the transaction history inside your account for a pending entry.
10. If a pending entry exists, leave it alone until it settles.
11. If the entry is missing, gather the receipt and the reference number.
12. Write down the amount and the time of the payment.
13. Contact support through the help section of your account.
14. Attach the statement and reference in a single message.
15. Keep the conversation open until the payment is traced.

Contact support once the payment is confirmed on the bank side but still missing after a full refresh and a new sign-in.

Identity checks stuck or documents rejected

The player uploads a document and the status stays pending or comes back rejected without a clear reason.

• The photo is blurry, cropped or covered by glare.
• The name on the document does not match the account profile.
• The document has expired or the back side is missing.
• The file type or size is outside what the upload form accepts.
• A proof of address shows an old address that no longer matches.

1. Open the verification area in your profile.
2. Read the note attached to the rejected document.
3. Photograph the document on a flat, plain surface in daylight.
4. Make sure all four corners and any text are inside the frame.
5. Upload both sides where the document has two.
6. Check that the name, the date and the photo are readable.
7. Confirm the profile name matches the document exactly, including middle names.
8. Use the same spelling and order as printed on the document.
9. For a proof of address, use a document that shows your current address.
10. Re-upload in the format the form accepts.
11. Save a copy of every file you send.
12. Wait for the review to finish before uploading the same file again.
13. If a second document is requested, send only that one.
14. Keep the upload confirmation for your records.

Contact support when a clearly readable document that matches your profile is rejected more than once.

Welcome bonus or free spins not credited

The player signs up or deposits for an offer and the balance shows no bonus and no free spins.

• The deposit was made before the offer was selected.
• The minimum qualifying deposit was not reached.
• The bonus code was missing or entered with a typo.
• The offer was already used on an earlier account.
• The free spins sit in a separate section rather than the main balance.

1. Open the offers or promotions area of your account.
2. Check whether the bonus appears as pending or active.
3. Look in the free spins section for unused spins.
4. Compare the deposit you made with the amount the offer requires.
5. Confirm you entered the code at the right step of the deposit form.
6. Check that you selected the offer before confirming the payment.
7. Read what the offer requires and whether your deposit meets it.
8. Sign out and sign back in to refresh the account view.
9. Open the site through https://hardrockcasino-ottawa.eu.com/ in a fresh browser tab and check the offers area again.
10. Clear the browser cache if the page looks out of date.
11. Note the date and time of the qualifying deposit.
12. Take a screenshot of the offer as it appeared when you opted in.
13. Contact support with the deposit reference and the screenshot.
14. Wait for the reply before making another deposit.

Contact support when a qualifying deposit was made with the offer selected and no bonus or spins appear after a fresh sign-in.

Deposit or withdrawal declined over limits

The player submits a payment and the screen returns a decline message tied to a limit.

• The amount is above the cap for a single transaction.
• The total for the day or month has already been reached.
• The amount is below the minimum the method accepts.
• The withdrawal is larger than the balance left after pending bets.
• The chosen method has its own limit that differs from the casino one.

1. Read the full decline message and note the limit it names.
2. Check your transaction history for earlier payments in the same period.
3. Add up what you have already sent or received in that period.
4. Compare the amount with the minimum and maximum for the method.
5. Reduce the amount to fit within the remaining allowance.
6. Split the payment into smaller parts only where the rules allow.
7. Choose a different method that suits the amount you need.
8. Remember that third-party payment details are not accepted.
9. Check that the withdrawal amount is not tied up in an open bet.
10. Finish or cancel pending bets before requesting the withdrawal again.
11. Sign out and back in if the decline repeats without a reason.
12. Keep a screenshot of the message and the amount.
13. Contact support with the screenshot and the method you used.
14. Ask which limit applies so you can plan the next payment.

Contact support when a payment within the stated limits is still declined with no clear reason.

Keep your profile name, address and payment details identical everywhere, and finish each step before starting the next, because most of these problems start with a small mismatch between what you entered and what the account holds.