A pending withdrawal or a bank message saying money left your account while your balance stays unchanged usually means the casino has not yet matched that transaction to your player account. Games that freeze on a phone commonly come from an unstable connection or an outdated browser.
Withdrawal still pending after the request
The cashier shows a withdrawal marked as pending, and the amount has not moved for longer than you expected.
- Identity verification is not finished, so the payout is on hold.
- The payout details do not match the name on the account.
- Bonus funds are still tied to the balance and need playthrough first.
- A security review is running on the account.
- The request was made during a busy period and is queued behind others.
- Open your account history and confirm that the request is still listed as pending rather than cancelled.
- Check whether your identity documents are fully approved, since an open check blocks payouts.
- Compare the payout details with the name registered on your profile.
- Review any active bonus on the account and the playthrough it still requires.
- Look through your messages for a request for extra documents.
- Finish every open task before sending a new request, because duplicates slow the queue.
- Cancel a duplicate request only if the cashier allows it and you are sure it is a copy.
- Keep the original request in place and avoid resubmitting it repeatedly.
- Note the reference number shown with the payout so support can trace it.
- Take a screenshot of the pending status with the amount and the date.
- Stay within the account limits that apply to withdrawals while the request waits.
- Do not change your payment details during a pending payout.
- Use the live chat or email channel and give the reference number in your first message.
- Contact support once the request has stayed pending well past the stated window and no message explains the delay.
Site and games not loading on a phone
You tap a game or open the site on your phone, and the screen stays blank, spins or shows an error.
- The mobile connection is weak or switching between networks.
- The browser is out of date or holds stale cached files.
- An ad blocker or privacy extension is blocking scripts.
- A game provider is under maintenance.
- Too many tabs are open and the phone is low on memory.
- Close and reopen the browser, then load the site again.
- Switch from mobile data to Wi-Fi, or the other way round, and test once more.
- Clear the browser cache and cookies for the site.
- Update the browser to its current version.
- Turn off ad blockers and privacy extensions, then reload the page.
- Open the site in a private window to rule out a stored session problem.
- Log in again with your username and password instead of relying on a saved session.
- Try a different browser on the same phone.
- Close unused tabs and restart the phone to free memory.
- Test one game at a time rather than opening several in a row.
- Check that your phone has enough free storage, which affects browser performance.
- Try another device on the same network to see whether the fault follows you.
- Contact support when several games fail on more than one device and network, and say which titles and providers show the error.
Identity verification stuck or documents rejected
The document upload area shows a rejected file or a review that never moves forward, while your other checks sit unfinished.
- Blurred photos with edges or corners cut off.
- Expired documents or a document type the casino does not accept.
- A name or address that differs from the one on your profile.
- Files in an unsupported format or above the allowed size.
- One document missing from the set the casino asks for.
- Open your profile and list each document still marked as needed or rejected.
- Photograph the document on a flat surface in daylight, with all four corners inside the frame.
- Make sure no text, photo or number is covered by glare or a shadow.
- Upload a document that is currently valid, not one that has expired.
- Match the name and address on the document to your profile exactly.
- Save scans or photos in a common format the upload field accepts.
- Keep the file size within the limit shown next to the upload button.
- Send each document only once; repeated copies push the review back.
- If proof of address was refused, upload a recent bill or statement in your name.
- Explain any recent name change with the extra document the casino accepts for it.
- Wait for the current review to finish before uploading replacements for other items.
- Keep the originals handy in case support asks for a second view of the same page.
- Contact support at https://woah-99au.org when a document has been rejected more than once or the review has not moved despite clear, valid files.
Deposit gone from the bank but not on the balance
Your bank shows a completed payment while your casino balance shows no matching credit.
- The payment is still being processed between the bank and the casino.
- The deposit was made to an outdated account detail.
- The payment reference was missing, so the casino could not match it.
- The funds went to a bonus balance that is not displayed as cash.
- The transaction is held by the bank for an extra check.
- Refresh the page and log out, then log back in before you assume the deposit is lost.
- Open the transaction history in the cashier and search for the missing amount.
- Compare the time and amount shown by your bank with the casino record.
- Note the bank reference number for the payment; support needs it to trace the funds.
- Check whether the deposit was added to a bonus balance rather than cash.
- Review any bonus you claimed and whether its balance is shown separately.
- Confirm the payment was sent to the account details shown in your own cashier.
- Do not repeat the deposit straight away, because a duplicate can complicate the trace.
- Ask your bank whether the payment is completed or still held on its side.
- Save a bank statement or screenshot showing the payment in your own name.
- Send one support message with the reference, amount, time and screenshot attached.
- Wait for that reply before sending a second message about the same payment.
- Contact support once the bank confirms the payment is complete and nothing appears in your history after a reasonable wait.
Use the same verified name, one payout method and one live support thread for each issue, and most of these problems will never need a second message.