Many players assume a rejected document means the account is closed, yet what they actually see is a frozen verification status and a pending cashout that never moves. The usual cause is a mismatch between the details on file and the document supplied, not a decision against the player.

Identity verification that stays stuck or gets rejected

The player sees a pending KYC status or a message that a document was not accepted, while the withdrawal stays blocked.

• The name, address or date of birth on the account differs from the document.
• The photo is blurry, cropped or has glare across the text.
• A corner or the full edge of the document is missing from the image.
• The proof of address is older than the condition allows or shows a different name.
• A second document has not yet been uploaded for a source-of-funds request.

1. Open the profile details and compare each field with the document you plan to send.
2. Correct any spelling, middle name or date difference before uploading anything.
3. Capture the document in flat, even light with all four corners visible.
4. Keep the file large enough to read every line but small enough to upload.
5. Send one document type at a time so each review is tied to a clear request.
6. Use the same name on the account as on the bank statement or card used.
7. Avoid filters, heavy cropping or screenshots of screenshots.
8. For proof of address, choose a document that shows the same address as the profile.
9. Wait for the review to finish before uploading a second version of the same file.
10. Keep every submitted file until the status changes to approved.
11. Note the date of each submission so you can describe the case clearly later.

Contact support once you have submitted a corrected document and the status has not changed, or when you cannot supply the document type requested at all.

Deposits and withdrawals declined because of limits

The player sees a payment refused with a message about limits, even though the balance and details look correct.

• The amount sits below or above the range allowed for that payment route.
• The chosen method has a lower cap than the player expects.
• Several attempts in a short period have reached a count limit.
• An active bitstarz bonus code free spins offer carries its own withdrawal rules.
• The account level or verification stage caps how much can move.

1. Reduce or raise the amount so it fits the range shown for that payment route.
2. Switch to a different route that allows the amount you want to move.
3. Remove any active bonus from the calculation by checking the balance breakdown.
4. Pause and space out attempts instead of retrying the same amount repeatedly.
5. Confirm the withdrawal goes back to the same route used for the deposit where that applies.
6. Check that the payment account carries the same name as the gaming account.
7. Split a large cashout into instalments that each fit the allowed range.
8. Finish any outstanding verification step, since an unverified account moves less.
9. Confirm there is no unresolved deposit dispute holding the balance.
10. Keep one written note of each declined attempt, including the message shown.
11. Retry with the corrected amount and a single payment route.

Contact support when a correctly sized payment is still refused on several routes, or when the message names a limit that does not match your play.

A withdrawal pending longer than expected

The player sees a cashout marked as pending for an extended period with no change in status.

• Identity checks are still open on the account.
• The request was made with a route that cannot receive the payout.
• A bonus that still has play conditions attached holds the balance.
• A second cashout request has split the balance and delayed the first.
• A deposit dispute or a reversed payment needs to settle first.

1. Confirm the verification status shows approved rather than pending.
2. Check that the payout route accepts money in the same direction as the deposit.
3. Review the bonus state and clear any remaining play conditions if the balance is tied up.
4. Let one request finish before filing another.
5. Make sure no unmatched deposit sits on the account.
6. Keep the cashout untouched; cancelling it to play again restarts the process.
7. Note the reference of the request and the date it was made.
8. Check the registered email for any message asking for more information.
9. Reply with the requested item in one message rather than several.
10. Allow the review to finish, since a pending status can simply mean the request is in the queue.
11. If nothing moves after that, raise the case with https://bitstarz.gr.com support and include the reference.

Contact support when the status has not changed after verification is complete and the bonus conditions are settled.

Logging in blocked or an account locked after failed attempts

The player sees a login error or a locked account message and cannot reach the balance.

• Wrong password entered several times in a row.
• The username typed does not match the registered email.
• Two-factor authentication codes are out of step with the phone clock.
• A password change was started but never completed.
• The account was locked by a routine security check.

1. Stop retrying the password; more attempts extend the lock.
2. Use the password reset link sent to the registered email address.
3. Check the spam and promotions folders if the email has not arrived.
4. Enter the username exactly as registered, including any digits.
5. Sync the phone clock so the two-factor code matches the current step.
6. Turn off any VPN or proxy that changes the apparent location.
7. Clear the browser cache and load the login page fresh in the phone browser.
8. Try a private window so a saved old password does not autofill.
9. Finish any password change that was left open halfway.
10. Keep the reset confirmation email until you have logged in once more.
11. If the lock holds retry the reset only after the lock condition has passed.

Contact support when a reset does not unlock the account or when the two-factor codes never match.

Quick Reference

The table maps each problem to the cause that shows up most often and the first thing to check.

A verification problem usually comes down to one field that does not match, so compare details before uploading. Limit problems are about the route as much as the amount, so a different route often clears a refusal. A pending cashout is often waiting on a review that has simply not finished. Locked accounts are almost always the result of repeated password attempts. Two-factor failures trace back to the phone clock more often than to the account. Working through the table in order saves the most time.

Most of these problems disappear when the account name and address match the documents from the first deposit, and it is the one habit worth keeping: fix your profile before you play, not after a cashout.