A withdrawal that sits at pending while the previous casino paid in minutes points to an unfinished identity check, not a lost payment. A bonus balance showing nothing after a deposit most often comes from a promo code that was never applied.

Withdrawal still pending after the request

The cashier shows the payout as pending, the balance is gone from play, and nothing has reached the player’s payment method. Most delays trace back to the account review that runs before any payout leaves.

• Identity or address documents are still under review.
• Playthrough attached to a bonus has not been completed.
• The payout method differs from the one used to deposit.
• Another withdrawal request is already open on the account.
• The account details do not match the payment account name.

1. Open Lolajack and go to the cashier history to confirm the request status.
2. Compare the pending amount with the remaining bonus playthrough requirement.
3. Finish any outstanding wagering before the request can move forward.
4. Make sure the payout goes to the same method used for the deposit.
5. Cancel a duplicate request if two open at once, then resubmit one.
6. Check that the name on the payment account matches the profile exactly.
7. Confirm the profile address is current and complete.
8. Upload any document the account review still marks as missing.
9. Stop sending new withdrawal requests while one is pending.
10. Keep bonus funds untouched until the payout is settled.
11. Note the date and amount of the request for reference.
12. Review the transaction list for a declined or reversed entry.
13. Contact support once the request has passed the stated review window.

Message support when every document is approved and the request still shows as pending after the review period the account states.

Identity check stuck or documents rejected

The verification screen stays on pending or returns a rejected note with no clear reason, and the player cannot tell which document failed.

• Photos are blurred, cropped or show glare.
• The document has expired or shows a corner cut off.
• The name on the document differs from the profile name.
• A proof of address is older than the accepted period.
• A selfie was taken in poor light or with the face partly hidden.

1. Photograph the document on a flat surface in bright, even light.
2. Capture all four corners and every line of text.
3. Use the original document rather than a printout or a scan of a copy.
4. Upload one document per request so each file is clearly identified.
5. Match the profile name to the document letter for letter.
6. Re-upload only the item that was rejected, not the whole set.
7. Use a recent proof of address that shows the same name and address.
8. For the selfie, remove hats and glasses and face the light.
9. Save the files in a common image or PDF format.
10. Wait for the review before sending the same file again.
11. Keep the uploaded files on the device in case a resend is needed.
12. Do not open a second account to speed the process up.
13. Contact support with the reference of the rejected upload if it fails again.

Reach out when a clear, correctly named document has been rejected twice with no explanation.

Welcome bonus or free spins missing after deposit

The deposit lands, but the balance shows no bonus and the free spins counter stays at zero. The usual reason is that the offer was never attached to the deposit.

• No promo code was entered before confirming the deposit.
• The deposit was made after the offer had closed.
• A previous welcome offer was already claimed on the account.
• The payment route used is outside the offer.
• The bonus was credited but sits in a separate bonus balance.

1. Check the bonus section for an active or expired offer on the account.
2. Confirm whether the code was entered at the deposit screen.
3. Compare the deposit amount with the minimum the offer requires.
4. Look for a separate bonus balance next to the cash balance.
5. Open the free spins counter to see whether spins were added.
6. Finish any registration step the offer depends on.
7. Verify the account is fully verified before claiming again.
8. Choose a payment route the offer lists as eligible.
9. Avoid depositing again before the first claim is resolved.
10. Note the code used and the deposit reference.
11. Check whether a second welcome offer was claimed earlier.
12. Enter the code on the next eligible deposit only after confirming it.
13. Contact support with the deposit reference if no bonus appears.
14. Ask for the spins to be added to the correct balance if they were split.

Contact support when the code was entered, the deposit met the offer, and no bonus or spins appear on the account.

Login fails or the account locks after wrong attempts

The password is refused, and after a few tries the login form reports the account as locked. Repeated wrong entries are the most common trigger.

• The password was typed with a different keyboard or case.
• A saved password in the browser is out of date.
• Too many failed attempts triggered a temporary lock.
• The account is already open in another tab or browser.
• The username was entered instead of the email on file.

1. Retype the password by hand instead of relying on autofill.
2. Check the keyboard language and whether caps lock is on.
3. Clear the saved password for the site in the browser settings.
4. Reset the password through the login screen link.
5. Use the email address tied to the account, not a nickname.
6. Close extra tabs and reload the login page once.
7. Try the phone browser if the desktop browser keeps failing.
8. Wait out the lock period before trying again.
9. Do not keep submitting attempts during the lock.
10. Open the password reset link on the same device that requested it.
11. Set a new password that differs from the old one.
12. Log in once and confirm the balance and bonus are intact.
13. Contact support if the reset email does not arrive or the lock remains.

Contact support when the password reset goes through but the account stays locked, or when no reset email arrives.

Keep the profile name, address and payment details identical everywhere on the account, and finish document review before requesting the first payout.