Why is my Casino de Montréal withdrawal still pending, and why was my bonus not credited? The most common cause is that account verification or bonus conditions have not yet been met, so the request waits in a review queue.

Withdrawal still pending after the request

The player sees a pending status on the withdrawal request while the balance stays locked and no money arrives. Likely causes include:

• Identity or address verification is incomplete or expired.
• A bonus is still active and its playthrough is not finished.
• The payout method does not match the name on the account.
• A security review was triggered by a new device or a changed password.
• Required documents were uploaded but are unreadable or outdated.

What to do:

1. Open the withdrawal history and note the exact status shown for the request.
2. Complete any identity verification step that still shows as missing in the account area.
3. Finish any active bonus playthrough before expecting the payout to move.
4. Make sure the payout method belongs to the same person as the account.
5. Upload a clear photo of your ID with all four corners visible and no glare.
6. Upload a proof of address that shows your name and full address.
7. Remove expired documents and upload fresh copies in their place.
8. Check that your name and address match exactly across the account and documents.
9. If you changed your password recently, confirm the account is fully unlocked.
10. Cancel and resubmit the request only if the status shows it has failed.
11. Wait for the review to finish without creating a second request.

Contact support once the pending status has not changed after all verification and bonus conditions are clearly met.

Welcome bonus or free spins missing after deposit

The player sees the deposit in the balance but no bonus and no free spins in the bonus section. Likely causes include:

• The bonus code was typed with an extra space or the wrong characters.
• The deposit was made before the bonus was selected or the code was entered.
• The account is not eligible because a previous welcome offer was already claimed.
• The minimum deposit for the offer was not reached.
• The bonus was credited but is hidden under expired or pending offers.

What to do:

1. Open the bonus section and check for an active or pending offer.
2. Compare the deposit amount with the minimum required for the offer.
3. Retype the bonus code exactly, without spaces before or after it.
4. Make the qualifying deposit again only if the bonus was never activated.
5. Check that no older welcome bonus is still active on the account.
6. Use the same currency and payment method that the offer requires.
7. Complete any profile fields the bonus needs before it can be credited.
8. Look in the transaction history for a bonus entry that shows the credit.
9. If free spins are missing, check the games section for the eligible title.
10. Do not start playing the deposit if you plan to claim a different offer.
11. Note the time and amount of the deposit for your support request.

Contact support once the deposit qualifies and the code was entered correctly but the bonus still does not appear.

Login fails or the account locks after wrong attempts

The player types the correct password and sees an error, or the account locks after several failed attempts. Likely causes include:

• The password was changed on another device.
• Autofill enters an old password or a saved email with a typo.
• Too many wrong attempts triggered a temporary lock.
• The account is blocked because verification is still pending.
• Two-factor authentication is enabled and the code is not entered.

What to do:

1. Retype the email and password by hand instead of using autofill.
2. Check that the email address has no extra spaces or wrong characters.
3. Use the password reset link sent to your registered email.
4. If two-factor authentication is on, enter the current code from your device.
5. Wait for a temporary lock to expire before trying again.
6. Clear the browser cache and cookies, then reload the login page.
7. Try a different browser or a private window on the same phone.
8. Confirm that your account verification is complete and not pending.
9. If you use https://www.casinodemontrealenligne.com/, sign in through the official page rather than a saved bookmark.
10. Do not create a second account, which can cause a permanent block.
11. Keep the reset email open until the new password is saved.

Contact support once the reset link does not arrive or the lock remains after the waiting period.

KYC documents stuck in review or rejected

The player sees the verification status unchanged for a long time or a rejection notice on an uploaded document. Likely causes include:

• The photo is blurred, cropped or shows glare over the text.
• The document is expired or the details do not match the account.
• The proof of address is older than the accepted period.
• A selfie was taken without the required document or with poor lighting.
• Only one side of a two-sided document was uploaded.

What to do:

1. Retake the photo in daylight with the whole document in the frame.
2. Upload both sides of any ID that has information on the back.
3. Make sure the name and address match the account exactly.
4. Replace any expired document with a current one.
5. Use a proof of address that shows your name and full address clearly.
6. For a selfie, hold the ID next to your face and avoid shadows.
7. Upload files in a common format instead of screenshots of screenshots.
8. Remove a rejected file before uploading the new version.
9. Submit all requested documents in one session so the review can proceed.
10. Avoid sending the same documents repeatedly, which can delay the queue.
11. Keep the file size within the limit shown on the upload page.

Contact support once a rejection reason is unclear or a complete set of clear documents is still not approved.

Keep your registered name, address, phone and payout method identical everywhere on the account, and upload clear documents before your first withdrawal request; that single habit prevents most pending payouts and verification delays.