Casombie problems: pending payouts, KYC stalls and phone loading faults

You assume a pending withdrawal will clear on its own because you met the bonus conditions. Instead, the cashier shows the request as pending while your balance stays locked, and the most common cause is an unfinished identity check or a missed bonus condition.

Pending withdrawal stuck longer than expected

The player sees the withdrawal marked pending in the cashier and the funds removed from the playable balance.

• Identity verification has not been completed or matched to the account.
• A bonus attached to the deposit still has unmet conditions.
• The payout method belongs to someone other than the account holder.
• The request was sent while a game round was still open.
• Account details such as name or address differ from the documents on file.

1. Open the cashier and note the exact status of the withdrawal request.
2. Finish any outstanding identity step before sending another request.
3. Complete all bonus conditions linked to the deposit you used.
4. Confirm the payout method is in your own name and matches your account details.
5. Close any open game rounds and wait for them to settle.
6. Make sure your account profile shows the same name and address as your documents.
7. Remove any active bonus from the balance before requesting a new withdrawal.
8. Submit the request again only after all conditions are met.
9. Keep a screenshot of the request status in case you need to refer to it later.
10. Avoid sending multiple requests for the same amount.
11. Check that your contact email is current so you receive any status notice.
12. Contact support if the request remains pending after you have completed every step above.

Contact support in one message that includes the request reference and a screenshot of the pending status.

Identity verification stuck or documents rejected

The player sees the verification status unchanged or a rejection notice for an uploaded document.

• The photo is blurred, cropped or shows glare on key details.
• The document has expired or the details do not match the account profile.
• Only one side of a two-sided document was sent.
• The file format or size was not accepted by the upload tool.
• A name change or address difference was not explained in the submission.

1. Open the verification area of your Casombie account and read the exact rejection reason. The www.casombie7.net support team can clarify which document is missing if the reason is unclear.
2. Take a new photo in good light with all four corners visible and no glare.
3. Make sure the document is current and shows the same name as your account.
4. Upload both sides when the document has two sides.
5. Send the file in the format the upload tool accepts and keep it under the size limit shown.
6. If your address differs from the document, add a second proof that shows the current address.
7. Remove any covers or cases that hide part of the document in the photo.
8. Submit one clear copy rather than several attempts of the same file.
9. Wait for the review to finish before uploading again.
10. Keep the original files until verification is complete.
11. Check your email for any request for an additional document.
12. Contact support if the status has not changed after a full set of clear documents was submitted.

Contact support when a rejection notice does not name the document or the reason.

Deposit or withdrawal declined because of limits

The player sees a decline message during a deposit or withdrawal and the amount is not moved.

• The amount is above the maximum allowed for the account or the chosen method.
• The method has a minimum amount that the request does not reach.
• A bonus condition caps the amount that can be withdrawn.
• The account has reached a deposit or withdrawal limit for the period.
• The payout method cannot process the requested amount.

1. Read the decline message and note which limit it refers to.
2. Compare the amount with the minimum and maximum shown for your chosen method.
3. Split the request into smaller amounts only if the method allows it.
4. Complete any bonus conditions that cap the withdrawable amount.
5. Use a payout method that supports the amount you want to withdraw.
6. Check that your account level allows the requested amount.
7. Wait for the current period limit to reset before trying again.
8. Remove any active bonus before requesting a withdrawal.
9. Confirm the currency of the request matches your account currency.
10. Submit a new request after adjusting the amount.
11. Keep the decline message for reference.
12. Contact support if the same decline appears for amounts clearly within the shown limits.

Contact support when the decline message does not match the limits shown in your account.

Site or games fail to load on a phone

The player sees a blank page, a spinning loader or a game that closes on the phone browser.

• The phone browser is outdated or has cached old page data.
• The connection is weak or switches between Wi-Fi and mobile data.
• Background apps are using memory needed by the browser.
• A browser extension or content blocker interferes with the page.
• The game provider requires a feature the current browser does not support.

1. Reload the page in the phone browser and wait for the loader to finish.
2. Clear the browser cache and cookies for the site.
3. Update the phone browser to the latest version available for your device.
4. Switch to a stable Wi-Fi or mobile data connection and avoid switching mid-game.
5. Close background apps to free memory.
6. Disable content blockers or extensions for the site.
7. Open the game in a private browsing window to rule out cached data.
8. Restart the phone browser and load the game again.
9. Try a different browser on the same phone.
10. Check that the phone operating system is up to date.
11. Avoid opening several games at once in separate tabs.
12. Contact support if the same game fails on more than one browser and connection.

Contact support when a single game fails on every browser while other pages load normally.

Quick Reference

The table below lists each problem, its usual cause and the first check to run.

A pending withdrawal often clears once identity verification is complete. Rejected documents usually fail because the photo hides a corner or shows glare. Limit declines come from the amount itself, not from the account being blocked. Phone loading faults are mostly cache or connection problems. A stable connection and an updated browser prevent many game errors. Keep your account details matching your documents to avoid both payout and verification delays.

Finish identity verification and keep your profile details matching your documents before you request any payout; that single habit prevents most pending withdrawals and document rejections.