Solving Mystake Payment and Bonus Issues

When you try to cash out at Mystake, the button may stay gray or show a message that the amount exceeds allowed limits even though you have enough balance. This usually happens because the payment method you chose has its own restrictions that the casino cannot override.

Deposit or Withdrawal Declined by Limits

You see an error like «transaction limit reached» or the cashier refuses the amount. Likely causes include:

• Your chosen payment method has a minimum or maximum per transaction.
• Your daily or weekly play limit is set lower than the amount.
• The deposit or withdrawal limit for your account tier is small.
• You tried to withdraw more than your verified balance after bonuses.
• The payment provider blocks certain transaction sizes.

To resolve this:

1. Check the cashier for the current limit shown next to each payment method.
2. Try a smaller amount that fits under the displayed limit.
3. If you set a personal play limit, go to account settings and adjust it upward, if allowed.
4. Switch to a different payment method with a higher limit.
5. Split the withdrawal into several smaller requests.
6. Ensure your balance reflects only real funds, not bonus funds that have wagering requirements.
7. Clear your browser cache and reload the cashier.
8. Log out and log back in to refresh your session.
9. Use a different device, like your phone browser, to see if the limit changes.
10. Contact your bank or e-wallet to ask if they imposed a limit.
11. Wait until the next day if the limit is daily, or next week if weekly.
12. Check if the limit applies per transaction or per day.
13. Try depositing first with the same method to see if the limit is deposit-related.
14. If the error persists, contact support with the exact error text.

Contact support only after you have tried splitting the amount and switching methods, because they can reset your session but not change the provider’s limit.

Welcome Bonus or Free Spins Not Credited

You log in and your bonus balance stays at zero, or the free spins tab is empty. Likely causes include:

• You did not activate the bonus before depositing.
• You used a payment method that is excluded from the offer.
• You claimed the bonus and then cancelled it accidentally.
• The bonus code was mistyped.
• You already claimed a similar bonus before, so the system marks you as a repeat player.

To fix this:

1. Go to the promotions page and read the offer’s condition about activation.
2. Check your bonus history under your account to see if the bonus is pending.
3. Make sure you deposited the minimum amount required for the offer.
4. Verify that your deposit method is accepted for the bonus.
5. If a code is required, enter it exactly as shown, including dashes.
6. Look for a toggle that says «activate bonus» and turn it on before your next deposit.
7. Play a few spins or a hand, then refresh the bonus balance.
8. Log out and log in to trigger the credit.
9. Check if free spins appear under a separate tab, not the regular balance.
10. If you cancelled the bonus, wait for the current period to end.
11. Clear your browser cookies and reload the page.
12. Try the Mystake app by opening the same offer in your phone browser, as the app version may lag.
13. If none of this works, support can manually check if the offer applied to your account.

Contact support after you have confirmed you met the conditions, and include the date and amount of your deposit.

KYC Stuck or Documents Rejected

Your account shows a yellow banner that says «verification pending» or your document was returned as invalid. Likely causes include:

• The photo is blurry or in low resolution.
• The document is expired.
• The name on the document does not match your account name.
• You uploaded a screenshot instead of an original photo.
• The file size is too large for the system.

To resolve this:

1. Take a new photo in a well-lit room without flash.
2. Place the document on a flat surface and capture the whole page.
3. Check the expiry date and upload an unexpired document.
4. Use your full legal name as written on the document, not a nickname.
5. If the document has both sides, upload both sides in one file.
6. Convert the file to PDF or PNG if the system expects that format.
7. Reduce the file size if it exceeds the upload limit, using a free image compressor.
8. Ensure no fingers or objects cover the text.
9. Wait a while after uploading, because the review queue can be long.
10. Do not upload the same rejected document again; take a fresh photo.
11. Check your email for a reason and follow the correction.
12. If you use a bank statement, make sure it is recent, not older than a few months.
13. Try uploading from a desktop browser instead of the https://mystakeuk.org Mystake app.

Contact support if your second attempt is still rejected, and quote the reference number from the rejection email.

Withdrawal Pending Longer Than Expected

Your withdrawal shows «processing» for several days and never moves to «completed.» Likely causes include:

• You requested a withdrawal before finishing KYC.
• Your payment method has a slower processing time.
• You have pending bets or bonuses that lock the funds.
• The withdrawal amount exceeds a limit for your method.
• The casino is waiting for you to accept a new rate or a bonus offer.

To act on this:

1. Confirm that your account is fully verified by checking the status indicator.
2. Look for any active bonus that requires wagering; complete it first.
3. Cancel the pending withdrawal if allowed, then re-request a smaller amount.
4. Choose a faster method if you have another one available.
5. Make sure you have no open bets on sports or live games.
6. Check your email for a message about additional information.
7. Log out and log in to refresh the transaction status.
8. Wait a few hours, as some processing is not instant.
9. If the status changes to «failed,» contact support immediately.
10. Check if you requested a withdrawal on a weekend or holiday, which may delay it.
11. Verify that the withdrawal method matches the deposit method, as some casinos require that.
12. If you used a bank transfer, remember that banks have their own processing time.
13. After a reasonable wait, contact support with the transaction ID.

Contact support only after you have completed KYC and allowed a standard processing period, because repeated requests can slow the queue.

The most practical way to prevent most of these issues is to complete your identity verification before you deposit for the first time, so that payouts are not blocked later.