You tap the withdrawal button, the request is accepted, and then the balance sits there marked as pending while the clock keeps moving. In most cases the cause is a verification or payment detail that is still open on your account, not a fault on the site.
A withdrawal that stays pending
The player sees the payout listed as pending with no progress for longer than expected, while the balance remains frozen and cannot be used for play.
- The identity check has not been completed yet, so payouts are held.
- The payout address or account details do not match the name on the profile.
- A bonus tied to the balance still has play conditions that are not met.
- The account has a pending bonus or deposit that changes the withdrawable amount.
- The request was made with a payment route that differs from the one used to deposit.
- Open your account history and confirm the payout is marked as pending rather than failed or cancelled.
- Finish any identity step that is still open, because a completed check releases held payouts.
- Compare the payout details with the name and address on your profile and correct any mismatch.
- Check the play conditions on any active bonus and complete them before requesting the payout again.
- Use the same payment route for deposits and payouts where the site supports it, since a different one can hold the request.
Contact support once the identity check is complete, the details match and the request still shows no change or has moved to a failed state.
Identity verification that is stuck or rejected
The player sees the verification status stay on pending, or a document is marked as rejected with a short reason and no clear way forward. Many rejections come from paperwork that here cannot read, such as a blurred photo or a document that does not show all four corners.
- A photo is blurred, cropped or taken at an angle that hides part of the document.
- The document has expired or the details do not match the profile name.
- A proof of address is older than the site accepts or shows a different address.
- Glare, a shadow or a screen reflection covers a key part of the page.
- A selfie or holding photo does not show the face and the document together clearly.
- Take the photo in daylight on a flat surface, with the whole document inside the frame.
- Make sure the name, photo and expiry date are sharp and readable at normal zoom.
- Upload the file in the format the upload field accepts, and keep the file size within the stated range.
- Send a proof of address that shows the same address as your profile and is recent enough for the site.
- Resubmit one document at a time so a rejection points to the exact file that failed.
- Repeat a selfie request in a well-lit room with no hat or filter covering your face.
Contact support when a document is rejected twice for the same reason even though it is clear, complete and matches your profile.
Games and pages that will not load on a phone
The player sees a blank game window, a spinner that never ends or a page that loads without the game inside it, while the rest of the site responds.
- The phone browser is an older build or the page is open inside a social app’s built-in viewer.
- Cached data from an earlier visit conflicts with the current version of the page.
- The connection drops or switches between Wi-Fi and mobile data while a game loads.
- Too many tabs and background processes leave little memory for the game.
- An ad blocker or privacy extension stops a script the game needs.
- Open the MadSlots online casino in the phone’s main browser instead of an in-app viewer.
- Clear the browser cache and cookies for the site, then load the lobby again.
- Close other tabs and background apps so the game has memory to work with.
- Turn off ad blockers or privacy extensions for the site and reload the page.
- Switch to a stable Wi-Fi or mobile data connection and stay on it until the game opens.
- Update the browser to its current build and try the game once more.
Contact support when one game fails on a stable connection after these steps while other games in the lobby still open.
Keep your profile name, address and payment details identical everywhere on the account, since a single mismatch is what holds most payouts and identity checks.