You are staring at a document upload screen that shows a rejected file or a status that has not moved for a while, and in most cases the cause is an image that is unclear or a detail that does not match your registered profile. A deposit that left your bank but is missing from your balance, or a login that fails again, points to the same handful of issues.
Verification documents stuck in review or turned down
The player uploads a passport photo or a utility bill and the status stays pending, or a rejection note appears next to the file.
- The photo is blurred or cropped so an edge or a corner is missing.
- A glare hides the face, the document number or the address line.
- The name on the document differs slightly from the name on the account.
- The proof of address is older than the period allowed or shows a different address.
- An out-of-date document was sent instead of a current one.
- Place the document on a flat, well-lit surface and keep all four corners inside the frame.
- Photograph it with the phone camera rather than taking a screenshot of a scan.
- Check that no light reflects off the laminate or the screen.
- Confirm the document has not passed its expiry date.
- Compare the spelling of your name with the profile field by field.
- Send the second side of the document if it carries the photo or the address.
- Use a proof of address that shows your full name and street address clearly.
- Upload the files one at a time and wait for each confirmation.
- Keep the file size within the range the upload form accepts.
- Note the exact wording of any rejection message before you retry.
- Retry once with a sharper image rather than sending the same file again.
- Do not open a second account to get around a pending check.
- Wait for the review to finish before starting a new request.
- Make sure the document you send is one the player profile accepts for that purpose.
- Check that the photo on the document is still recognisable as you.
- Send each required document once and let the queue clear.
- Write to support with the rejection wording and the date of the upload.
Contact support if two clear uploads of the same document are still refused with no explanation.
Welcome bonus or free spins that never arrived
The player finishes registration or a deposit and the bonus screen stays empty while the balance shows only the deposited amount.
- The promotional code was typed with a stray space or the wrong case.
- The deposit was made before the code was entered.
- A bonus is already active on the account and blocks a second one.
- The payment route used does not qualify for the offer.
- The account has not yet passed verification.
- Open the bonus screen and note whether the offer is missing or marked as pending.
- Compare the code you entered with the one on the offer page character by character.
- Retype the code instead of pasting it from a note.
- Confirm the reward was attached before you deposited, not afterwards.
- Check whether a previous bonus is still running on the account.
- Finish or clear the old bonus if the rules allow only one at a time.
- Look at whether the deposit route you chose is named as eligible for the offer.
- Complete any outstanding verification step that holds the bonus.
- Reload the page and the bonus screen in the phone browser.
- Repeat the steps in a fresh session if the screen shows an old state.
- Enter the code again on a new deposit only when the offer permits a second claim.
- Keep the confirmation shown at the moment the code was accepted.
- Avoid stacking the welcome offer with a separate free spins code unless both are allowed.
- Note the time and the code used when the reward failed to appear.
- Give the system a short moment before you treat the reward as lost.
- Check the free spins section separately, as spins and cash bonuses appear in different places.
- Message support with the code, the time and what the bonus screen showed.
Contact support when the code was accepted and the qualifying deposit cleared but no bonus appears.
Failed sign-in or a locked account
The login form returns an error, or a message says the account is locked after a run of wrong attempts.
- The password was typed with a capital letter or a symbol in the wrong place.
- The email or username field holds an old or mistyped address.
- Too many wrong tries in a row triggered a safety lock.
- A password manager filled in a stale saved password.
- Another session is still open on a different device.
- Retype the password by hand instead of letting the browser fill it.
- Watch the keyboard layout and the caps lock state while you type.
- Check the email field for a missing letter or a wrong domain.
- Use the stored credentials from the original sign-up message if you kept them.
- Try the sign-in at https://fallsviewcasino.net in a private window of the phone browser to clear a stale session.
Contact support if the account stays locked after a single correct attempt.
A deposit that left the bank but is not on the balance
The player sees a pending or completed charge at the bank while the casino balance shows no change.
- The payment is still moving between the two systems.
- A verification step is holding the funds.
- The deposit was sent to an old payment detail saved in the bank app.
- The transaction failed on the casino side and the bank has not released it yet.
- The account has a deposit restriction tied to an open review.
- Open the transaction history inside the account and find the entry for that deposit.
- Note whether it shows as pending, failed or completed.
- Compare the reference on the bank statement with the one in the history.
- Check that the amount and the payment detail match what you sent.
- Clear anything outstanding in the verification screen.
- Remove old payment details from the bank app and use the current ones.
- Do not send the deposit a second time while the first is unresolved.
- Keep a screenshot of the bank charge with its reference.
- Wait for the pending entry to settle before you raise a dispute.
- Reload the balance screen in a fresh session.
- Confirm that no active bonus is redirecting the funds to a separate balance.
- Sign out and back in to refresh the account view.
Contact support with the bank reference and the history entry if the charge is complete at the bank and the balance still shows nothing.
Keep your profile name, address and payment details matching your documents, and enter any code before you deposit, and most of these problems never start.
