Mystake account problems: rejected documents, payment limits and loading issues

A single wrong digit in your profile form can send the scan back and leave a rejection banner on your profile. The most common cause is that the name, date of birth or address on screen does not match the identity document you sent.

Identity checks that stall or reject your documents

Players often see a pending badge that never clears or a rejection notice naming a blurred photo or a data mismatch.

• Photos are blurred, cropped or show glare across the text.
• One corner of the document is missing from the frame.
• The profile details differ from the document in spelling or date.
• An old document was sent after its expiry date passed.
• The same file was uploaded twice, so the queue marks it as a duplicate.

1. Open your profile and compare the name spelling with your document letter by letter.
2. Correct any difference in middle names, accents or hyphenated surnames before you resend anything.
3. Lay the document flat on a plain surface in daylight.
4. Capture all four corners with the text sharp and readable.
5. Use a colour photo, not a scan converted to black and white.
6. Keep the file in a standard image format that the upload form accepts.
7. Send each side of the document as a separate, clearly labelled file.
8. Make sure the document is currently valid and not about to expire.
9. Check that the address on your profile matches the proof you attach.
10. A bill in someone else’s name will not pass, so use one in your own name.
11. Upload a proof of address that shows your name and full address without heavy folding.
12. Submit one file per item, because merged documents are hard to review.
13. Resend only the item that was rejected, not the whole set.
14. Wait for the pending badge to change before uploading again.
15. Clear your phone browser cache if the upload button does not respond.
16. Note the reference shown on the rejection message and keep it handy.
17. Repeat the upload once more only after you fix the exact fault named.
18. Contact support once a resubmitted, clear set of documents is rejected again without a stated reason.

Contact support when a clear and correctly matched set of documents has been rejected twice or the pending badge has not moved after a fresh upload.

Declined deposits and withdrawals that hit a limit

The cashier closes with a short error and the amount stays where it was, so the payment never reaches your balance or your bank.

• The requested amount sits above or below the range your account level allows.
• You have already used the maximum number of top-ups or payouts for the period.
• A bonus is still active and blocks a payout until its conditions are met.
• The payment method cannot handle the amount you entered.
• Identity checks are still open, which pauses payouts.

1. Lower or raise the amount until it falls inside the range your account level shows in the cashier.
2. Enter the amount in the currency your balance uses and drop spaces or symbols.
3. Try a smaller request first to confirm the cashier accepts the method.
4. Finish or clear any active bonus before you request a payout.
5. Split a large amount into smaller requests only if the cashier itself offers that option.
6. Use a payment method held in your own name, since third-party methods are refused.
7. Check that your balance covers the amount plus any fee the cashier displays.
8. Complete Mystake verification before you attempt another payout.
9. Switch to a different method in the cashier if the first one refuses the amount.
10. Keep the error message text so support can trace the exact refusal.
11. Send your query after the cashier has refused the same amount on two different methods.

Contact support when the cashier refuses an amount inside your allowed range on more than one method.

A payout that stays pending past its usual stage

The status line shows pending while the balance is already reduced, and the payout never reaches your bank or wallet.

• The request landed in a queue with a manual review because of its size.
• Your identity check or proof of address is still open.
• An active bonus ties the funds to unfinished play conditions.
• Bank details were entered with a wrong digit or missing branch code.
• The payout method is not in your own name.

1. Check which stage the payout shows: requested, reviewed or sent.
2. Confirm that your identity documents are approved, not only submitted.
3. Compare the payout amount with the range your account level permits.
4. Make sure no bonus is still active against the funds you want to withdraw.
5. Retype your bank or wallet details carefully and save them again.
6. Check that the account receiving the money carries your own name.
7. Look for an email or on-site message asking for an extra document.
8. Clear your browser cache and reload the withdrawal history for a fresh status.
9. Avoid sending a second request for the same amount, which can create a duplicate.
10. Keep the payout reference number from the history page.
11. Contact support once your documents are approved and the payout has stayed at the same stage without any request from the team.

Contact support as soon as an approved payout sits unchanged at the same stage while no one has asked you for new details.

Pages and games that fail to load in the phone browser

The lobby shows blank tiles, games freeze on the loading wheel, and the page may stop responding to taps.

• The phone browser is outdated or a cached copy blocks the scripts.
• A weak mobile connection drops while a game is loading.
• Data saver or an ad blocker strips parts of the page.
• Several tabs or open games drain the phone’s memory.
• A game needs a component the browser has not updated.

1. Reload the page with a hard refresh through the browser menu.
2. Close every other tab and background game.
3. Clear the browser cache and site data, then sign in again.
4. Turn off data saver and any ad blocker for the site.
5. Switch from Wi-Fi to mobile data, or the other way round, and retry.
6. Update the browser to its newest available version.
7. Try the lobby before opening a single game, to see whether the fault is page-wide.
8. Test a second game title to find out whether one title is broken or all of them fail.
9. Free storage on the phone if the browser warns that space is low.
10. Restart the phone to release memory held by old sessions.
11. Contact support when every game and the lobby fail across two browsers and two connections.

Contact support when the lobby and all games fail across two different browsers and two network connections.

Keep your profile details, document photos and payment account names consistent from the first session, and most of these interruptions never start.