Your withdrawal sits as pending even though the balance already shows the deduction, and the usual cause is an unfinished identity check linked to the same account. Players often complete the profile fields but leave one document or a payment detail unconfirmed.

Pending withdrawal that will not clear

The player sees a pending label on the withdrawal with no change after several visits to the account page.

• Identity verification is incomplete or a document is still under review.
• The payout address or payment detail does not match the account name.
• A bonus is still active and its play conditions are not finished.
• Two withdrawals were requested close together and the second holds the first.
• A routine security check was triggered by a change of device or location.

1. Open the transaction history and note the exact status shown for the withdrawal.
2. Compare the account name with the name on the payment detail used for the payout.
3. Finish any open bonus play before requesting another withdrawal.
4. Upload the missing identity document from the account area if a request is shown.
5. Wait for the document review to finish before contacting support about the payout.
6. Cancel a duplicate request if two pending withdrawals appear for the same amount.
7. Sign in from the device and network you normally use.
8. Keep the withdrawal request open and avoid repeated new requests.
9. Note the reference number of the request for any later message to support.

Contact support when the status has not moved after the document review is complete and no bonus remains active.

Games and pages that fail on a phone browser

On a phone the lobby may load while a game stays on a blank screen, or the whole page may stop responding.

• A weak or unstable mobile connection drops the game data mid-load.
• The browser holds old cached files from a previous visit.
• Background apps consume memory and interrupt the game frame.
• An older browser version does not support the game format.
• A network filter or private browsing mode blocks part of the page.

1. Reload the page once and wait for the lobby to finish drawing before opening a game.
2. Switch from mobile data to Wi-Fi, or the other way round, and reload.
3. Clear the browser cache and site data, then sign in again at www.betmgms.org.
4. Close other tabs and apps that are running in the background.
5. Update the phone browser to its current version.
6. Turn off private browsing or any content blocker for the site.
7. Try a different browser on the same phone to compare results.
8. Restart the phone and open the site in a fresh tab.
9. Test a single game rather than loading several at once.

Contact support when the lobby opens but the same game fails across two browsers and two connections.

Identity verification stuck or documents refused

The account shows a verification request that stays open, or a submitted document comes back marked as not accepted.

• The photo is blurred, cropped or shows glare across the text.
• The document has expired or the details do not match the account.
• Only one side of a two-sided document was sent.
• The file is in a format the upload tool cannot process.
• A name change or address mismatch was flagged for manual review.

1. Open the verification area and note which document type is still requested.
2. Retake the photo in good light with all four corners visible.
3. Send both sides of any document that carries information on the back.
4. Make sure the name and date of birth on the document match the account exactly.
5. Remove covers, folds and reflections before uploading again.
6. Use a common image or document format for the new upload.
7. Submit one clear copy rather than several versions of the same document.
8. Wait for the review to finish before sending the same file again.
9. Keep a copy of what you sent and the date of submission.

Contact support when a document is refused without a stated reason or the check stays open after a resubmission.

Welcome bonus or free spins missing

The account shows no bonus balance and no free spins after a deposit or a code was entered.

• The deposit was made before the bonus was selected or the code was entered.
• The payment method used is excluded from the offer.
• The minimum deposit for the offer was not reached.
• The bonus was already claimed on an earlier deposit.
• The account was not fully verified when the offer was taken.

1. Open the bonus section and confirm whether the offer shows as claimed or still available.
2. Check the deposit record to confirm the amount and the method used.
3. Compare the method with the list of methods allowed for the offer.
4. Enter the code again only if the offer is still shown as available.
5. Finish identity verification, since some offers wait for it.
6. Look for a separate free spins section, as spins may be credited apart from the bonus balance.
7. Sign out and back in to refresh the balance display.
8. Note the date, amount and code used for the claim.
9. Avoid making a second deposit for the same offer before the first claim is resolved.

Contact support when the offer was available, the deposit met the stated condition and nothing was credited.

Keep the account name, address and payment details identical everywhere and finish identity verification early; this single habit prevents most pending withdrawals, refused documents and missing bonuses.