Your identity check sits on the same screen for days and never turns green. That stall usually comes from a document that does not match the name or address on your Casino de Montréal profile.

Identity verification stuck or documents rejected

You uploaded a document and the status still shows as pending or rejected. Common causes include blurry scans, an expired ID, a name that differs from your account details, and proof of address that is too old. A missing document type also holds the check. Screenshots may be refused when a photo is required.

• Blurry or cropped images
• Expired identity document
• Name or address that does not match your profile
• Proof of address older than the accepted window
• A required document type missing from your upload

1. Take a fresh photo of your identity document in daylight. Keep all four corners visible. Make sure no glare covers the text.
2. Use the original document, not a copy. The edges and the photo must be clear.
3. Check that the name on the document matches your Casino de Montréal profile exactly. Fix any typing errors before you upload again.
4. Upload proof of address that shows your name and full address. A utility bill or bank statement works when it is recent.
5. Include every page of a multi-page document. Missing pages cause a rejection.
6. Submit the document type that the form asks for. Do not replace an ID with a bill.
7. Wait for the status to update before you upload the same file again. Duplicate uploads can slow the check.
8. Check your email inbox and spam folder for a message about the rejected document. The reason is often listed there.
9. If the name on your payment method differs from your profile, add a short note when you upload. Support can link the two.
10. Make sure your profile address is written in full. A missing apartment number or postal code causes a mismatch.
11. Upload one document at a time. A large batch upload can fail without a clear error.
12. Contact support with your username and the document type when the check is still stuck after a second upload. A person can tell you which field is failing.

Contact support when your documents are clear and current but the status has not changed after a second upload.

Withdrawal pending longer than expected

You requested a withdrawal and the status still shows as pending. The most common causes are an unfinished identity check, a bonus that must be cleared first, and a payment method that has not been confirmed. A mismatch between your profile name and the account name also holds the payout.

• Identity verification not complete
• An active Casino de Montréal bonus with play conditions still open
• Unconfirmed payment method
• Name mismatch between profile and payment account
• A pending internal review of the request

1. Open your account and confirm that identity verification shows as complete. A pending check blocks every withdrawal.
2. Check whether you have an active casino bonus. If so, finish the required play before you request a withdrawal.
3. Confirm that your payment method is verified. Unverified methods hold the payout.
4. Make sure the name on your profile matches the name on the payment account. Edit the profile if needed, then save.
5. Cancel and resubmit the request only when the status has not changed and no review is open. A resubmission restarts the queue.
6. Check your email for a request for extra documents. Answer it with clear files.
7. Review the withdrawal for a split across methods. One part can be pending while another clears.
8. Use the same payment method for deposits and withdrawals where the casino allows it. This reduces checks.
9. Keep your contact details current so any message about the payout reaches you.
10. Wait for the stated review period to pass before you send a message. A request sent early can slow the queue.
11. Contact support with your username and the request reference when the status is still pending after that period. They can see the exact stop point.

Contact support when the status has not moved after the review period and your identity check is complete.

Deposit left the bank but not showing on the balance

Your bank shows the payment as sent, but the casino balance has not changed. The usual cause is a mismatch between the deposit reference and your casino account. A failed return from the payment provider and a deposit still in review also explain the gap. Casino de Montréal bonus players often see this when they pay from a shared or joint account.

• Deposit reference does not match your casino account
• Payment provider has not confirmed the transfer yet
• Deposit is held for a routine review
• Payment made from an account in another person’s name
• A failed deposit that the bank will return

1. Check the casino transaction history first. A deposit can appear there before the balance updates.
2. Compare the reference on your bank statement with the one in your casino history. A mismatch sends the money to a holding state.
3. Confirm that the payment account is in your own name. Shared or joint accounts are often held for review.
4. Look for an email or on-screen message about a deposit review. Follow any request for proof of payment.
5. Download the bank receipt that shows the reference and the amount. Keep it ready for support.
6. Do not send a second deposit to replace the first. A duplicate can create two holds.
7. Check that the payment method is enabled for your account. A disabled method can leave the transfer in limbo.
8. Review your casino profile for a name or address change made after the deposit. Recent edits can trigger a review.
9. Wait for the provider confirmation window to pass. Bank transfers can sit between the two systems for a short time.
10. Contact support with the bank receipt and the casino transaction reference when the balance has not changed after that window.
11. Ask your bank to trace the payment only after support confirms the deposit is not on hold.

Contact support as soon as you have the bank receipt and the deposit still does not appear after the provider window.

Deposit or withdrawal declined because of limits

You try to deposit or withdraw and the screen says the request is outside your limit. The cause can be an account limit you set, a method limit, or a pending request that counts toward the same cap. A recent limit change that has not taken effect also causes a decline.

• Account deposit or withdrawal limit reached
• Payment method limit lower than the request
• A pending request counted toward the same cap
• A limit change that is not yet active
• A bonus condition that caps the withdrawal amount

1. Open your account limits page and note the current deposit and withdrawal caps.
2. Compare the amount you entered with the cap. Reduce the request to fit under it.
3. Check for a pending deposit or withdrawal. A pending request can use part of the same limit.
4. Review your payment method limit. If it is lower than the casino cap, the method will decline first.
5. If you changed a limit recently, wait for the change to take effect. A lower limit often applies at once.
6. Check whether an active Casino de Montréal bonus sets a withdrawal cap. Finish the play or wait for the bonus to end.
7. Split a large withdrawal into smaller requests only when the casino allows it. Each request must fit the cap.
8. Remove any saved payment method that is no longer valid. A saved but expired method can trigger a decline.
9. Use a payment method that matches your profile name. A mismatch can be read as a limit issue.
10. Contact support when the amount is under the cap and the request still fails. They can see the limit that is blocking it.
11. Ask support to confirm the active limits on your account before you try again.

Contact support when your request is under every cap you can see and it is still declined.

Keep your profile name, address and payment details identical across the casino and your bank, and most of these checks will pass the first time.