You are about to click the withdraw button, but the screen still shows a pending status hours later, and the amount has not moved. The most common cause is an unfinished identity check or a payment method that has not been confirmed on your account.
Withdrawal still pending after the request
You see the withdrawal marked as pending while your balance is unchanged and no money has arrived. The likely causes are:
- Your identity documents have not been approved yet.
- The withdrawal amount is above the limit set for your account level.
- You used a payment method that was not verified during deposit.
- A bonus is still active and its conditions have not been met.
- The payment provider is holding the transfer for a routine check.
Work through these steps in order:
- Open your account history and confirm the withdrawal status is still pending and not cancelled.
- Complete any outstanding profile fields, such as your full name and address.
- Upload a clear photo of your ID if the verification section shows a red mark.
- Check that the withdrawal method matches a method you used to deposit.
- Review active bonuses and finish any remaining play conditions.
- Cancel the pending request only if you need to change the amount or method.
- Submit a new request after correcting the missing detail.
- Keep the confirmation email or screen message for your records.
- Wait for the pending status to clear before making another request.
- If the status has not changed after a full business day, contact support through the live chat on https://www.madslotsuk.org/.
Contact support when the pending status lasts longer than the stated review window and no explanation appears in your account.
Deposit or withdrawal declined because of limits
The payment screen shows a decline message and mentions a limit that your transaction exceeds. The likely causes are:
- The amount is below the minimum allowed for that payment method.
- The amount is above the maximum for a single transaction.
- Your account level has a lower limit than the one you are trying to use.
- You have reached a daily or weekly transaction cap.
- The payment provider applies its own limit that differs from the casino’s.
Use these steps to resolve a limit decline:
- Note the exact decline message and the amount you entered.
- Compare the amount with the minimum and maximum shown on the payment page.
- Reduce the amount to fit within the displayed range.
- If the amount is too low, increase it to the minimum.
- Check whether you have reached a daily cap by reviewing recent transactions.
- Try the transaction again the next day if a daily cap is the cause.
- Switch to another payment method that supports your amount.
- Complete any missing profile details that affect your account level.
- Keep the decline reference number shown on screen.
- If the amount is within the displayed range and the decline repeats, contact support.
Contact support when the amount fits the displayed range and the same decline appears more than once.
Welcome bonus or free spins missing
You finish the sign-up steps but the bonus balance or free spins do not appear in your account. The likely causes are:
- The bonus code was not entered or was entered with a typo.
- The minimum deposit for the offer was not met.
- The bonus was claimed before the account was fully set up.
- The offer had already expired when you deposited.
- A previous bonus on the same account is still active.
Follow these steps to get the missing bonus credited:
- Check your bonus history for a pending or expired entry.
- Confirm the deposit that was meant to trigger the offer was completed.
- Look for the exact bonus code in the promotion details and compare it with what you entered.
- Enter the code again only if the offer is still active and the first attempt failed.
- Make sure no other bonus is active, because only one can run at a time.
- Check that the deposit amount meets the stated minimum for the offer.
- Wait for the bonus to appear after the deposit is confirmed.
- Take a screenshot of the promotion terms and your deposit receipt.
- Do not deposit again until the first bonus is resolved.
- If the bonus is still missing, contact support with the screenshots.
Contact support when the deposit met the conditions and the bonus has not appeared after the confirmation message.
Identity verification stuck or documents rejected
The verification page shows your documents as rejected or still under review, and the account remains restricted. The likely causes are:
- The photo is blurry, cropped or has a glare.
- The document is expired or the details do not match your profile.
- A selfie was taken with a filter or in low light.
- A proof of address document is older than the accepted period.
- The file type or size is outside the accepted range.
Use these steps to clear a stuck verification:
- Open the verification section and note which document is marked as rejected.
- Take a new photo in bright, even light with all four corners visible.
- Make sure the document is valid and the name matches your account exactly.
- For a selfie, remove glasses, hats and filters, and look straight at the camera.
- Upload a proof of address that shows your name and address clearly.
- Check that the file is in an accepted format and within the size shown on the page.
- Submit one document at a time and wait for the status to update.
- Do not send the same document repeatedly, as this can reset the review.
- Keep a copy of every file you upload.
- If the status does not change after the stated review period, contact support.
Contact support when a document is rejected without a clear reason or the review has not moved after the stated period.
Keep your profile details, payment methods and documents consistent from the first deposit, and most of these problems never start.
