You open the site for a short session before work and the games spin on a blank screen, even though your connection looks fine. In most cases the phone browser is holding an old cached copy of the page or a private network is blocking the site’s scripts.

Games and pages that will not load on a phone

The lobby opens, but a game freezes on the loading screen or part of the page stays blank.

• An outdated cached copy of the page is being served to the browser.
• The phone is on a private network, office Wi-Fi or a restrictive router.
• Background apps are using most of the phone’s memory.
• The browser is an old version without current scripting support.
• A temporary fault on the game server itself.

1. Close every other tab in the browser, then reload the casino page from scratch.
2. Clear the browser cache and cookies, then sign in again at casino-mate.eu.com.
3. Switch from Wi-Fi to mobile data and see whether the game loads.
4. Turn off any VPN or proxy running on the phone, then reload.
5. Restart the phone to free memory and stop background apps.
6. Try the same game in a second browser to separate a browser fault from a site fault.
7. Test one game from each category; if only one title fails, the problem sits on that game’s server.
8. Allow the site’s scripts in the browser settings if a blocker is active.
9. Update the browser to the newest version your phone accepts.
10. On older phones, close heavy apps before opening a live game.
11. Sign out and back in once, in case the session expired without a visible message.
12. Note the time of the failure and the game name, since support will ask for both.
13. Wait a short while and retry, as short server faults often clear on their own.

Contact support when the whole site fails on every network and browser while other sites work normally.

Identity checks that stay pending or reject documents

The account shows a pending verification status, or an uploaded document comes back rejected without a clear reason.

• Photos are blurred, cropped or taken at an angle.
• Glare or shadow hides part of the document.
• The document has expired or the details do not match the account profile.
• Only one side of a two-sided document was uploaded.
• The file format or size falls outside what the upload accepts.

1. Open the verification area and note exactly what each rejected document was missing.
2. Photograph documents on a plain, dark surface in even daylight.
3. Keep all four corners of the document inside the frame.
4. Upload both sides when the document has information on each side.
5. Use the original document, not a scan of a copy or a printed screenshot.
6. Make sure the name and address on the document match the account profile.
7. Take a fresh selfie in good light if a liveness check was requested.
8. Save files in a common image format if a format error appeared.
9. Remove other documents from the frame before taking the photo.
10. Submit the corrected file once and avoid uploading the same document repeatedly.
11. Allow the review to run without sending duplicates, as each new upload can restart the queue.
12. Reopen the section after a day to see whether the status changed.

Contact support when a document is rejected repeatedly despite a clear, readable photo, or when the status has not moved for a long stretch.

Welcome bonus and free spins missing after sign-up

The account is active, but no bonus balance and no free spins appear in the wallet.

• The bonus needs a deposit or a code that was not applied.
• The qualifying deposit fell below the minimum the offer requires.
• An earlier account or device already used the same offer.
• The offer expired before the deposit was made.
• The bonus was credited to a separate balance the player has not opened.

1. Open the wallet and check whether a bonus balance exists beside the cash balance.
2. Confirm the deposit itself went through by checking the transaction history.
3. Enter the bonus code again in the field shown at deposit, respecting capital letters.
4. Close the deposit screen only after the code is confirmed on it.
5. Check that the deposit method used is one the offer accepts.
6. Look at any open offers in the promotions area to see whether one is still waiting for opt-in.
7. Ask support whether the account already claimed a welcome offer in the past.
8. Log out and back in so the wallet refreshes its display.
9. Keep a screenshot of the deposit confirmation and the code used.
10. Wait for the offer’s own crediting step to finish before retrying.
11. Send support the deposit reference and the code, once, rather than several messages.

Contact support when the deposit is confirmed, the code was entered correctly and nothing appears in the wallet.

Deposits and withdrawals stopped by limits

A payment is refused with a message about limits, even though the account holds enough money.

• The amount is below the minimum or above the maximum the account tier allows.
• The chosen method has its own cap that is lower than the amount requested.
• Unfinished bonus play is holding back the withdrawal.
• The account has reached a daily or periodic total for that method.
• Verification is incomplete, which blocks payouts on many accounts.

1. Read the exact wording of the refusal message and note which limit it names.
2. Adjust the amount so it sits inside the range the message describes.
3. Pick another payment method if the chosen one has a lower cap.
4. Split the request across the methods the account permits if a single one is capped.
5. Finish any active bonus play before requesting a payout.
6. Complete verification first if identity checks are still pending.
7. Check the transaction history to see whether an earlier payment already used part of the limit.
8. Wait for the daily total to reset if the message points to a periodic cap.
9. Avoid sending the same request several times in a row, which can freeze the flow.
10. Keep the refusal message, as support will use it to identify the exact rule.
11. Request a slightly smaller amount first, then the remainder in a second step if allowed.
12. Review the account tier if long-term limits seem lower than expected.
13. Note the time and method of each failed attempt.

Contact support when the amount clearly sits inside the stated range and the payment is still refused.

Most of these problems come from one habit worth keeping: before any deposit or verification upload, clear the browser cache and use the same phone browser, network and account details for every step, so the site always sees one consistent player.