You entered the correct password, but the screen still shows “Login failed” and your account is locked. The most common cause is repeated failed attempts that triggered a security lock.
Deposit Taken from Bank but Not on Balance
You see the bank charge, but the casino mate balance is empty after a few minutes.
- Payment gateway delay
- Incorrect payment details entered
- Bank declined the transaction on their side
- Casino processing queue
- Technical error in the payment system
- Check if the payment status in the cashier shows “pending” or “failed”.
- Wait for the status to change, as some banks take longer.
- Make sure the amount you sent matches the casino’s currency rules.
- Confirm that the card or account you used is in your own name.
- If the payment shows as failed, do not resend the same amount.
- Contact your bank to see if they placed a hold on the payment.
- Check that you selected the correct payment method for your region.
- Look for a transaction ID or reference number in the cashier history.
- If you see the deposit as pending, wait for the system to update.
- Try a smaller deposit to see if the gateway accepts it.
- Clear your browser cache and refresh the cashier page.
- Disable any browser extensions that might block the payment pop-up.
- Use a different browser if the payment window does not load.
- Check that you did not enter the expiry date incorrectly.
- If the bank confirms the charge, note the date and time.
- Contact support only after the bank confirms the charge and the casino shows no pending state.
If the bank released the money and the casino still shows no balance after a reasonable time, a financial agent can trace the payment. For further help, see casinomate.gr.com.
Identity Verification Stuck or Documents Rejected
You see a message that your documents are not accepted, or the verification spinner never ends.
- Photo blurry or dark
- Document expired or incomplete
- Name mismatch between documents and account
- File format not supported
- Duplicate submissions sent too quickly
- Take a new photo of your ID in natural light.
- Make sure all four corners of the document are visible.
- Use a file format like JPG or PNG, not a screenshot from a preview.
- Ensure the document is not expired.
- Check that your full name matches the one on your Casinomate casino account.
- Use the same name as on your payment method, if applicable.
- Provide a proof of address from the last few months, like a utility bill.
- Make sure the address on the bill matches your registered address.
- Do not cover any part of the document with your fingers.
- Submit one document at a time, not multiple images.
- Wait for a few minutes before resubmitting, as repeated attempts can trigger a review delay.
- Use high resolution, but keep the file size under a common limit.
- If you use a passport, submit the main page with the photo and number.
- If you use a driving licence, submit both sides.
- Check that your date of birth is correct on the document.
- If the rejection mentions a blur, take a closer shot without zoom.
- Contact support only after you have tried a fresh set of documents, as they can tell you the exact failing field.
Cannot Log In or Account Locked After Failed Attempts
You get a message that your account is locked, or the login button does not respond.
- Too many wrong passwords
- Browser autofill saving an old password
- Account already logged in on another device
- System lock after suspicious activity
- Email verification pending
- Check if caps lock is on, as passwords are case-sensitive.
- Use the “forgot password” link to reset via email.
- Wait a few minutes after a lock, as some locks are temporary.
- Try to log in from a fresh private browser window.
- Close other tabs with the casino mate login page open.
- Clear cookies related to the casino domain.
- Use a different browser or device to rule out local issues.
- Check your email for a verification or security alert message.
- Follow the link in the email to verify your account if needed.
- Ensure you are entering the email address that you registered with.
- Do not use autofill until you have confirmed the saved password.
- If you changed your email, try the old email address.
- Look for any error code in the login message and note it.
- Disable a VPN, as some IP addresses can appear suspicious.
- Attempt login after an hour to allow a lock to expire.
- If the issue is “session active”, wait or log out from the other device.
- Contact support only after a password reset fails, as they can unlock the account.
Deposit or Withdrawal Declined Because of Limits
You see a message that the transaction exceeds your limit or falls below it.
- Daily deposit cap reached
- Minimum withdrawal not met
- Limit set by your payment provider
- Bank’s own transaction limit
- Bonus restrictions on the payment
- Check your current balance and the amount you tried to move.
- Try a deposit amount below the maximum limit shown in the cashier.
- If a withdrawal is declined, add the minimum required by the casino mate terms.
- Consider breaking a large withdrawal into smaller parts if limits apply.
- Review your payment provider’s daily or weekly limits on the provider’s side.
- If you have a bonus active, check that your chosen payment method is allowed.
- Wait for the next day if a daily limit is blocking the deposit.
- For withdrawal, make sure your balance does not come from an unexpired bonus only.
- Use a different payment method if your bank has a low cap.
- Verify that you have completed KYC, as limits often rise after verification.
- Set a lower amount that stays within the standard threshold.
- Check if the casino applies a transaction fee that pushes the total over a limit, and adjust the amount.
- Try the transaction again after a few hours, as some limits reset daily.
- Ensure the currency you select matches your account currency.
- For withdrawal, confirm that your payment method accepts incoming transfers.
- If you have a pending bonus, consider whether it affects your withdrawal.
- Contact support only if you have tried these steps and the limit message remains unclear.
To prevent most of these issues, always confirm your name and payment details before submitting any transaction or document.