You open your phone on the bus ride to work and the screen says your document is still under review, though you sent it days ago. Most often the file was blurred, cropped or already expired when it was uploaded.

Identity verification stuck or documents rejected

Your account shows verification as pending or your upload is refused, and the reason is rarely a fault of the platform itself. Players on jackpotcityau.net/ usually find the cause in the photo quality or in a detail that does not match their profile. The likely causes:

• The photo is blurry, angled or cut off at the edges.
• A glare or shadow hides part of the text or the portrait.
• The document has expired or is about to expire soon.
• The name or address on the document differs from what you typed in your profile.
• The proof of address is older than the period the operator accepts, or it is a screenshot rather than a full page.

1. Lay the document flat on a plain surface in daylight and photograph it from directly above.
2. Make sure all four corners and the text are sharp before you upload.
3. Use the original file from your phone or scanner, not a screenshot or a forwarded copy.
4. Upload every side the document has, including the back where it carries information.
5. For proof of address, send the whole page with your name, the address and the issue date visible.
6. Check that your profile name matches the document spelling letter for letter, including middle names.
7. Enter your address exactly as it appears on the document, without abbreviations.
8. Upload one document at a time and wait for the review before adding another.
9. Keep the file size and format within the accepted range shown on the upload page.
10. Repeat the upload only after correcting the cause, not with the same file.

Contact support when a correctly prepared document has been refused more than once, or when the review stays pending after you have replaced the file.

A deposit or withdrawal declined by limits

A payment is turned down with a message about limits, and the money either never leaves your account or never arrives. Common causes:

• The amount sits above or below what the payment route allows in one go.
• You have reached a daily, weekly or monthly cap on your account.
• Your account level still carries a lower withdrawal ceiling until verification is complete.
• The payment route you picked does not accept the amount you entered.
• You are trying to withdraw more than you have available for withdrawal.

1. Check the minimum and maximum for the payment route you selected before you submit.
2. Split a large withdrawal into several smaller requests if your route allows it.
3. Leave the bonus balance out of your plans until its conditions are met, because it may not be withdrawable yet.
4. Finish identity verification, since an unverified account often has a lower ceiling.
5. Review your recent transactions to see whether a cap has already been reached.
6. Make sure the amount you request is no more than your available cash balance.
7. Try a different payment route that supports the amount you need.
8. Enter the amount in the currency shown on your account, without converting it yourself.
9. Wait for a pending request to finish before you submit another one.
10. Keep your profile details current, as an old address or name can hold a payment back.

Contact support when the amount is clearly within the stated range and the payment is still refused.

Welcome bonus or free spins missing

You made your first deposit and the balance shows no bonus and no free spins. Typical causes:

• The bonus code was not entered at the right step of the deposit.
• The deposit was below the minimum the offer requires.
• The offer was already used on another account or earlier deposit.
• The bonus is credited only after the deposit is confirmed, not at the moment you press pay.
• A payment route you chose is excluded from the offer.

1. Open your bonus history and look for an active or expired entry for the welcome offer.
2. Confirm the deposit went through and shows as completed in your transaction list.
3. Check that the amount you deposited met the minimum for the offer.
4. Enter the code exactly as given, with the same letters and no extra spaces.
5. Make sure you used the code at the deposit stage where the field appears.
6. Wait until the deposit is confirmed, then refresh your balance.
7. Read which payment routes qualify for the offer before your next deposit.
8. Check that free spins were not placed in a separate section of your account.
9. Use one account only, as a duplicate account breaks the offer conditions.
10. Note the expiry of the offer so you use the bonus before it lapses.

Contact support when your deposit met every condition and the bonus still does not appear after the payment is confirmed.

A withdrawal pending longer than expected

Your withdrawal shows as pending and the balance has not moved for longer than you expected. Likely causes:

• The request is waiting for identity verification to finish.
• Bonus conditions are not yet met, so part of the balance is still locked.
• The payment details you entered do not match your account name.
• You submitted a second request while the first was still open.
• A routine review of the account is still in progress.

1. Confirm your account shows as fully verified in your profile.
2. Check your bonus balance and whether its conditions are complete.
3. Make sure the withdrawal account name matches your profile name exactly.
4. Withdraw to a method you have used before for a deposit where possible.
5. Wait for the open request to finish before you start another.
6. Look at your transaction history for the status of each request.
7. Reply promptly if support asks for an extra document.
8. Avoid changing your payment details while a request is pending.
9. Keep the amount within the limits for your account level.
10. Leave the pending request untouched rather than cancelling and resubmitting it.

Contact support when the request stays pending well past the stated window and no one has asked you for anything.

Before any deposit, spend a minute making sure your name, address and document photos match exactly, since that single habit prevents most of these blocks.