You are staring at a withdrawal marked “pending” on the Casino de Montreal cashier screen, and hours have passed without a change. The most common cause is an unfinished identity check or a payment detail that does not match your account name.
Withdrawal marked pending for longer than expected
The status stays on pending and the amount is not yet on its way to your bank or wallet.
- Your identity verification is not complete, so the payment team cannot release the money.
- The payment method you used to deposit does not match the one you entered for the withdrawal.
- You requested more than your account’s current withdrawal allowance in a single request.
- You have an active bonus with play conditions that have not been met.
- Your bank or wallet provider has placed a hold on incoming transfers.
- Open the cashier and confirm the withdrawal still shows as pending rather than cancelled.
- Check your profile for any alert asking for a document or a selfie.
- Make sure the name on the withdrawal matches the name on your ID exactly.
- Confirm you requested the withdrawal to the same method you used to deposit.
- If you claimed a welcome offer, finish any remaining play conditions before requesting again.
- Split a large request into smaller amounts if your account has a per-request allowance.
- Note the time and reference number of the pending request before you change anything.
- Use the live chat or email support at Casino de Montréal app and quote that reference number.
- Wait for the support reply before you submit a second request, which can duplicate the hold.
- Cancel the pending request only if support tells you to start over.
- Once approved, give your bank the usual time to show the funds.
- If your bank shows nothing after the approval message, ask them to trace the transfer.
- Keep the approval email until the money is visible in your account.
- Do not open a second account to speed up the process, as that adds a new review.
- If a bonus is still active, check whether the withdrawal is blocked until you meet its play conditions.
- Contact support again if the status has not moved after you have supplied everything requested.
Contact support as soon as you have supplied the missing item and the request still has not moved.
Deposit left the bank but is not on the casino balance
Your bank statement shows the payment as sent, but the Casino de Montreal balance stays the same.
- The payment is still travelling between your bank and the casino.
- You sent the money to old payment details saved in your banking app.
- The deposit went to a different account, such as one you opened by mistake.
- Your bank flagged the transaction for a manual check.
- The payment reference did not include your player ID.
- Take a screenshot of the bank statement line showing the outgoing payment.
- Confirm the payment details on that line match the ones in your casino cashier.
- Note the reference number and the exact amount.
- Check your casino transaction history for a deposit that is pending or failed.
- Log out and log back in to refresh the balance display.
- Load the cashier again on a desktop browser rather than a phone browser, if you have one.
- Send the screenshot and the reference number to support through chat or email.
- Ask your bank whether the payment has cleared or is still in review.
- Do not send a second deposit to the same details until support replies.
- If your bank says the payment failed, ask for a cancellation reference.
- Give support that cancellation reference so they can trace the funds.
- Keep every message from your bank and from the casino in one folder.
- If the payment was sent to old details, report it to support and to your bank immediately.
- Wait for support to confirm the funds have been matched to your account.
- Avoid depositing again until the first payment is visible or refunded.
- Contact support again if the bank has confirmed a completed transfer and your balance is still unchanged.
Contact support once your bank confirms the payment was completed and the casino balance has not changed.
Identity verification stuck or documents rejected
The verification banner stays on your profile, or a message says your document was not accepted.
- Photos are blurred, cropped or show glare across the text.
- The ID has expired or the corners are cut off in the image.
- The name on the document differs from the name on your casino account.
- The proof of address is older than the period the casino accepts.
- A selfie was taken in low light or with part of your face covered.
- Open your profile and read the exact reason given for the rejection.
- Place the document on a flat, dark surface before you take the photo.
- Photograph all four corners and both sides where the document has two sides.
- Turn off the flash and use even daylight to avoid glare.
- Make sure no finger or shadow covers the photo, the text or the expiry date.
- For a selfie, remove hats, glasses and anything covering your face.
- Use a proof of address that shows your name and full address clearly.
- If your name changed, send the document that links the old and new names.
- Upload each file in the format the upload field accepts.
- Avoid sending the same rejected file again without changing it.
- Keep the file size small enough for the upload to finish.
- Submit the new files through the verification section of your profile.
- Note the date you resubmitted so you can follow up.
- Do not open another account while a verification is in progress.
- If a second rejection arrives, ask support which detail failed.
- Send a clearer copy of only the document they name.
- Contact support if the banner has not changed after you resubmitted clear files.
Contact support when a resubmitted document is rejected again without a clear reason.
Welcome bonus or free spins not credited
The bonus screen shows nothing after you made your first deposit or entered a code, and your balance holds only your own money.
- The bonus code was typed with a space or a wrong character.
- The deposit was made before the code was entered.
- The offer required a minimum deposit that your payment did not reach.
- The bonus was already claimed on an earlier deposit.
- The free spins are tied to a specific game that you have not opened.
- Check your bonus history for a record of the offer and its status.
- Retype the code by hand instead of pasting it, with no spaces.
- Confirm the deposit that should trigger the offer has been credited to your balance.
- Open the game named in the offer to see whether the spins appear there.
- Read the offer summary on the promotions page for the deposit condition it needs.
- If the code field was missed, ask support whether it can be applied after the deposit.
- Make your next qualifying deposit only after entering the code.
- Check that you have not already used the same welcome offer on this account.
- Log out and back in to refresh the bonus display.
- Try loading the cashier on a desktop browser if the bonus screen stays empty on your phone browser.
- Take a screenshot of the empty bonus screen and of the deposit receipt.
- Send both to support with the code you used.
- Do not spend the deposit on other games while support reviews the case.
- If the spins are missing from one game, try the other games listed in the offer.
- Wait for support to confirm whether the bonus will be added or the deposit returned.
- Contact support when the code was entered correctly, the deposit qualified and nothing was credited.
Contact support once you have the code, the deposit receipt and a screenshot of the empty bonus screen.
Keep your account name, your ID and your payment details identical everywhere, and finish verification before your first withdrawal, because that single habit prevents most of these delays.
