“Why is my identity check still pending?” is the message most players send after uploading documents and seeing no change on screen. The usual cause is a document that is blurred, cropped or shows a different name from the account.

Identity verification stuck or documents rejected

The player uploads a passport or bill and the status stays on pending, or a rejection notice arrives without a clear reason.

  • The photo is blurry, glared or cropped at the edges.
  • The name on the document differs from the name typed at registration.
  • Only one side of an ID card was uploaded.
  • The document has expired or the address proof is too old.
  • The file was sent before the account details were completed.
  1. Open the profile area and finish any empty name, address or date of birth fields first.
  2. Take the photo in daylight on a flat surface, with all four corners visible.
  3. Check that the text and the photo portrait are sharp when zoomed in.
  4. Upload both sides of an ID card when the front alone was sent before.
  5. Make sure the document is still valid on the day of the upload.
  6. Use an address proof that shows the same address as the profile.
  7. Match the spelling of your name exactly to the document, including middle names.
  8. Remove any case, cover or screen glare before taking the shot.
  9. Upload the files one at a time instead of a large combined file.
  10. Wait for the review to finish before sending a second set of documents.
  11. Keep the original files ready in case a clearer copy is requested.

If a rejection arrives twice for documents that meet these conditions, contact support through the message centre and attach the same files.

Games and pages that will not load on a phone

The lobby opens but a game freezes on a blank screen, or the page reloads before the reels appear.

  • A weak or unstable mobile connection.
  • A browser that has stored an old cached copy of the site.
  • Too many open tabs and background apps using memory.
  • A game that needs a newer browser version than the phone runs.
  • An ad blocker or privacy extension blocking game files.
  1. Switch between Wi-Fi and mobile data to see which connection loads the page.
  2. Clear the browser cache and cookies, then sign in again.
  3. Close other tabs and apps that are running in the background.
  4. Turn off any ad blocker or privacy extension for the session.
  5. Update the phone browser to its latest version.
  6. Restart the phone to free memory and refresh the network settings.
  7. Type the address directly, including the correct ending, rather than opening an old bookmark.
  8. Try another browser already installed on the phone.
  9. Load a simple page first, then open the game from the lobby again.
  10. Check that the phone has free storage space for the game files.
  11. Avoid switching between apps while a game is loading.
  12. Repeat the load once the connection shows a steady signal.

When one game fails on every browser and every connection, contact support with the game name and the phone model.

Welcome bonus or free spins missing

The first deposit is confirmed but the balance shows no bonus and the free spins counter stays at zero.

  • The bonus code was typed with a space or the wrong letter.
  • The qualifying deposit went in before the code was entered.
  • More than one account exists on the same device or address.
  • The deposit was made with a method excluded from the offer.
  • The bonus was already credited and played through earlier.
  1. Open the bonus history to see whether the offer is listed as active or used.
  2. Compare the code you typed with the one shown when you registered.
  3. Enter the code again only when no bonus appears in the history.
  4. Confirm that the deposit was the first one on the account.
  5. Check that the payment method used is allowed for the offer.
  6. Refresh the balance by signing out and back in.
  7. Use one account only, since duplicate accounts void the offer.
  8. Keep the deposit receipt ready as proof of the payment.
  9. Note the time the deposit was confirmed.
  10. Write down the exact code you used.
  11. Send those details to support when the history still shows nothing.

Contact support when the deposit is confirmed, no bonus appears in the history and no duplicate account exists.

Deposits and withdrawals declined because of limits

The payment screen shows a refusal message, or the request returns to pending with no amount taken or paid.

  • The amount is above the maximum the account level allows.
  • The amount is below the minimum accepted for that payment route.
  • The account has reached its daily or monthly movement cap.
  • The full bonus balance was not yet played through before a withdrawal.
  • The payment method has its own cap separate from the account limit.
  1. Note the exact amount and the message shown on the refusal screen.
  2. Reduce the amount to a figure the screen accepts and send it again.
  3. Split a large withdrawal into smaller requests only when the account allows it.
  4. Finish any active bonus before requesting a withdrawal of those funds.
  5. Use a payment method that is registered in your own name.
  6. Complete identity verification before sending a withdrawal, since limits depend on it.
  7. Check that the account balance includes no locked bonus funds.
  8. Keep a screenshot of the refusal message for support.
  9. Wait for a pending request to resolve before sending another one.
  10. Sign in through the extremegaming.ph/ portal to confirm the request was recorded in the history.
  11. Compare the request with the limit shown for your account level.

Contact support when a reduced amount is still refused and the account history shows no record of the request.

Most of these problems start with details that differ between the account and the documents or payment method, so keep one spelling of your name and one address across all of them.

ExtremeGaming problems: stuck KYC, mobile loading, bonus and payment errors